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Handled By: Homeowner-trained Support Agents & Resolution Specialists

Background: There may be instances when an installer or customer will leave a negative review or comment on a public internet platform (Google, LinkedIn, Better Business Bureau). When necessary, our Marketing and Communications department will create a Support ticket for us to address these comments.

STEP

ACTION

1

  • Follow the matrix below for the next steps based on your role

IF:

THEN:

Homeowner-trained Support Agent

  • Notify the Resolution team of a received Social Media ticket:

    • Internal Comment: Tag (@) Resolution

  • Stop

Resolution Specialist

  • Proceed to Step 2

2

  • Create a Case on the customer record in Salesforce

    • Request Type - Complaint: Social Media Complaint

    • Case description

      • Gather as much information as possible:

        • Review Engine

        • If available, review closed and, or open Support Tickets and link them in the case description

  • Upload any supporting documentation directly to the case via the related tab on the case

  • Go to Step 3

3

  • Attempt to contact the homeowner via phone or email to inform them of our internal review and to gather additional information, if available

 Sample Email:

“Hello [Name],

My name is [Your Name] and I’m reaching out regarding your concerns about [Provide a brief description of the issue]. I have escalated your concerns with our internal team and will provide an update as soon as possible. In the meantime, I also wanted to see if there was any additional information you would like to provide?

Thank you,

[Your Name]

  • Collect and document as much information as possible directly on the case.

  • Follow the matrix below for the next steps.

Note: Adhere to Homeowner Outreach 101 when performing homeowner outreach.

IF:

THEN:

  • Complaint is related to an installer’s actions.

 Sample Email:

“Hello [Homeowner’s Name],

I have escalated your concerns with your installer to streamline the communication process and will provide an update as soon as possible.

Thank you,

[Agent’s Name]

  • Go to Step 4

  • Complaint is related to EverBright’s actions.

  • Follow relevant process(es)

  • Go to Step 4

4

  • Attempt to achieve resolution.

  • Did homeowner express positive sentiment following resolution?

  • If yes,

    • Attempt to have negative posting updated or removed.

    • Inform Market and Communications of our attempt to have the posting updated or removed.

    • Close ticket(s) and Stop

 Sample Email:

Hello (Customer Name), 

Thank you for giving us the opportunity to resolve this issue! We want to again apologize for any inconvenience this might have caused. Your thoughts are really valuable to our business, and we would be grateful if you can please consider updating your review to reflect your most recent experience with our business.

Kind Regards,

[Agent’s Name]

  • If no,

    • Close ticket(s) and Stop

  • No labels