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Handled By: Homeowner-trained Support AgentsBackground: There may be instances when Background: Occasionally, an irate customer may request to be elevated to speak with leadership , or require special handling for their complaint /concern requires special research and handling.

Process Overview

...

STEP

...

or concern. This SOP outlines the procedures for these situations to ensure effective and professional management.

This document provides clear steps for agents to follow when dealing with upset customers or handling escalations. Adhering to these guidelines will help maintain professionalism and ensure that customer issues are addressed efficiently.

Key Considerations and Tips:

  • Empathy and Patience: Approach each interaction with understanding and calm, demonstrating empathy for the customer's situation.

  • Clear Communication: Communicate clearly and professionally, ensuring that the customer feels heard and valued.

  • Protocol Adherence: Follow the specific steps outlined in this SOP to ensure proper escalation and resolution. You are truly the best source to help each unique customer interaction.

Process:

Step

Event/Action

IF

Then

1

  • Is the customer upset/refusing assistance and requesting a lead or supervisor

,

  • and/or does the customer’s concern qualify for additional review by a resolution specialist?

  • If yes, go to Step 2

  • If no, follow the appropriate process and Stop

Info

Note: Please use /wiki/spaces/CX/pages/2983231591, when applicable, to de-escalate an irate customer.

2
Info

Click Here to see determine if it qualifies or not

Warning

We never OFFER to escalate unless they ask for a situation to be escalated.

YES:

Ask the customer if they would allow us the opportunity to review the concern further and contact them with an update within

1 day.

  • Review the matrix below for the next steps.

    • IF:

    THEN:

    Customer

    24-48 business hours

    • Customer agrees to wait for a follow-up (Click Here)

    • Customer refuses to wait for a follow-up (Click Here)

    NO:

    Follow the appropriate SOP and Stop

    How to proceed If customer agrees to wait for a

    ...

    Follow up:

    Step

    Action

    1

    • Create a case in Salesforce

    : https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

    (How to create a case in salesforce)

    Customer Request Type:

    • Complaints

    Case Description:

    • Include a Detailed Overview

    (complete form)

    • of the call/interaction.

    CLICK HERE TO UNDERSTAND THE DETAILED OVERVIEW

    • Include the installer/sales rep POV.

    • CXone recording or interaction ID.

    • Key Points of the interaction:

      • What type of escalated concern it is.

      • What red flags did you see when reviewing their concern?

      • What other items raised concern?

      • Does the voice in the welcome call match to your interaction with the homeowner?

      • Review the Certificate of Completion.

    2

    • Create a case assignment and assign to the Resolution Team

  • Stop

    • Customer

    • and then Stop

    (How to create a Case Assignment)

    How to proceed if customer refuses to wait for a

    ...

    • Advise them that you will attempt to connect them; however, if unavailable, they will be prompted to leave a voicemail

    • Attempt to warm transfer the customer to a Resolution Specialist

      • Is a Resolution Specialist available within 30 seconds?

        • If yes:

          • Discuss the customer’s concern

          • If accepted for handling, complete the transfer

        • If no:

          • Go to Step 3

    ...

    3

    ...

    • Attempt to warm transfer the customer to a Team Supervisor

      • Is a Team Supervisor available within 30 seconds?

        • If yes:

          • Discuss the customer’s concern

          • If accepted for handling, complete the transfer

        • If no,

          • Complete the transfer for customer to leave a voicemail

          • Stop

    Sensitive Issues that Warrant Additional Review

    ...

    Follow-Up:

    Step

    Action

    IF

    Then

    1

    • Is the Escalation coming from a Sales Rep/Installer or Homeowner?

    Sales Rep/Installer

    Go to Step 4

    Homeowner

    Go to Step 2

    2

    • Agent will check if a Tier 2 Escalation Agent is available under the “Phone-HO Tier 2” Transfer Skill

    Available:

    Go to Step 3

    Unavailable:

    Go to Step 4

    Note

    DO NOT transfer the call if no Tier 2 Agent is available. The “Phone-HO Tier2” skill does NOT have voicemail capabilities, so if the call is transferred and no one answers, the call will be missed.

    3

    • Agent will WARM TRANSFER to the “Phone-HO Tier 2” Skill and wait for an agent to respond

    Tier 2 is not able to answer

    Go to step 4

    Tier 2 Agent answers

    Provide all the details related with your interaction and once the Tier 2 Agent is ready; complete the transfer and STOP HERE

    4

    • Attempt to connect the customer with a Resolution Lead

    Resolution Lead is Available

    Go to Step 5

    Resolution Lead is NOT available

    Go to Step 6

    5

    • Is the Resolution Lead available to answer within 30 seconds?

    Yes:

    Discuss the customer’s Concern and complete the transfer and an

    Info

    If Resolution Lead does not accepted for handling Go to Step 6

    No:

    Go to Step 6

    6

    • Attempt to connect the customer to a Team Supervisor

    Team Supervisor is available

    Go to Step 7

    Team Supervisor is NOT available

    Info

    Explain to the customer that you will transfer the call and if in case that no one is available they will be prompted to leave a voicemail. Then complete the transfer. and Stop here

    7

    • Is the Team Supervisor available to answer within 30 Seconds?

    Yes:

    Discuss the customer’s Concern and if accepted; complete the transfer and Stop Here

    No:

    Info

    Explain to the customer that you will transfer the call and if in case that no one is available they will be prompted to leave a voicemail. Then complete the transfer. and Stop Here

    Qualifiers for Additional Review

    • Retained or contacted a lawyer/legal counsel

    • Slander

    • Fraudulent claims

  • Illegal actions

  • Agreement violations

  • Falsified records

  • Mischaracterization

  • Nonregistered company

  • Slander

    • Better Business Bureau complaint

    • Illegal actions

    • Social media complaint

    • Agreement violations

    • Unlicensed contractor

    • Falsified records

    • Foreclosure notice

    • Mischaracterization

    • Lien requests from creditors against installers or homeowners

    • Nonregistered company

    • Customer privacy concerns

    → BACK TO PROCESS OVERVIEW

    Detailed Overview Specifications:

    Step

    STEP

    Action

    ACTION

    Reference

    1

    Verification

    • You will gather and verify the following information from the Customer:

    • What is your

    email address

    • Email Address?

    Info

    If they

    don

    Don't have one

    ,

    then ask:

    • Did the

    sales representative

    • Sales Rep create one for them?

    • Do they have access to the email address?

    • Was the email address created on the sales representative’s device or the homeowner’s personal device?

    If they provide you or say a different

    email than

    Email address than the one we have on file

    ,

    :

    • Did you ever have access to the email address on file?

    2

    What is

    Gather the following Information based on the customer’s concern

    ?

    Claiming

    fraud

    Fraud

    • Did the sales representative promise the system would be free?

    • Did the homeowner ever receive the contract?

    InfoProceed to Sales Representative section and answer all

    • Continue asking the questions

    in that rubric

    Promises from the installer

    InfoAny promises made by the installer is the installer’s
    responsibility. Provide the customer with the installer’s contact information (EverBright Salesforce) unless they have been unresponsive, refer to the following SOP: Installer Unresponsive to Homeowner or Support

    Promises from the Installer

    • Has the system worked as intended/

    is

    • Is it currently operational?

    • Were you promised something outside of the contract?

    1. Was the promise verbal?

    2. Do they have documentation?

    (If so, advise

    Info

    If they have documentation; advise the customer to email it to “Support@myeverbright.com

    ,

    ” and attention

    : Lead Resolution Specialist)

    to “Lead Resolution”

    Any promises made by the installer is the installer’s responsibility. Provide the customer with the installer’s contact information.

    If the installer have been unresponsive then follow the following SOP

    Sales Representative

    • Who did the sales representative say they worked for?

    • What did the sales representative tell them they were signing up for?

    • What did the sales representative tell you would happen afterward?

    • Have you had any other contact with the sales representative after they first came to your home?

      • Are you in contact with them?

    • Did the sales rep make an email for you?

      • If yes;

        • Did they give you the login info?

        • Did you ever have access to the email?

    Contract

    • Do you remember receiving anything via email?

    • Do you remember reviewing any documentation on your device or the sales representative's device?

    • Did you receive a copy of your agreement?

      • Were you promised to receive it and never did?

    • Did the documentation you received seem off to you?

      • Did you realize it was a credit
        application or contract?

    • Do you remember answering any yes or no questions (completing welcome call) using your phone or the sales representative’s phone?

    System

    • Has the system been installed?

    • Does the system cover your energy needs or are you still getting a high utility bill?
      [Check offset versus monitoring. Is the system making what was promised]

    3

    Closing

  • What is your main concern?

    • How do you want it to be addressed?

  • Do they have any physical record of the promises or what was told to them? (Example: text
    messages, emails, calls, voicemails)

    • Advise

    the interaction

    Advice the customer : “We take your concerns seriously and we will be investigating your concerns. We also highly recommend you calling your installer and notifying them of your concerns. As we are partnered with your installer, but they do not work for Everbright.”

    If requested by the customer

    , provide the installer’s information: EverBright Salesforce

    : Provide the Installer’s Information