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Handled By: All Support Agents

Background: There may be instances when an irate customer may request to be elevated to leadership, or their complaint/concern requires special research and handling.

STEP
ACTION

1

Note: Please use empathy statements and soft skills, when applicable, to de-escalate an irate customer

2

  • Advise the customer that we will internally investigate the concern and provide them with an update shortly

  • Review the matrix below for the next steps

IF:

THEN:

Customer agrees to wait for a follow-up

  • For phone calls/chats, first convert the CXOne interaction to an EBH Ticket

  • Update EBH Ticket:

    • Reporter Field: [Email Address of Homeowner, Account Servicing, or whoever originated the complaint]

    • Request Type: Complaint

    • Tag: Nehemiah Franco, Eric Suarez, Cassandra Mercado, and Sabin Abad

  • Stop

Customer refuses to wait for a follow-up

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

  • Attempt to connect the customer with a Resolution Specialist

    • Is a Resolution Specialist available?

      • If yes:

        • Discuss the customer’s concern

        • If accepted for handling, complete the transfer

      • If no:

        • Go to Step 3

3

  • Attempt to connect the customer with a Team Supervisor

    • Is a Team Supervisor available?

      • 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

Escalated Issues that Qualify for Additional Investigation

Escalation Qualifiers

  • Retained or contacted a lawyer/legal counsel

  • Fraudulent claims

  • Illegal actions

  • Agreement violations

  • Falsified records

  • Mischaracterization

  • Nonregistered company

  • Slander

  • Better Business Bureau complaint

  • Social media complaint

  • Unlicensed contractor

  • Foreclosure notice

  • Lien requests from creditors against installers or homeowners

  • Customer privacy concerns

  • No labels