When and How to Escalate Complaints and Sensitive Concerns

STEP

ACTION

1

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

2

• 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 agrees to wait for a follow-up.

• Create a case in Salesforce:

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

  • Customer Request Type: Complaints

  • Case Description:

    • Include a Detailed Overview (complete form) of the call/interaction.

    • 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.

• Create a case assignment and assign to the Resolution Team

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

• Stop

Customer refuses to wait for a follow-up

• 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

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

→ BACK TO PROCESS OVERVIEW

1

Verification

• What is your email address?

1. If they don't have one,

   1. Did the sales representative create one for them?

   2. Do they have access to the email address?

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

2. If they say a different email than on file,

   1. Did you ever have access to email address on file?

2

What is the customer’s concern?

Claiming fraud

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

• Did the homeowner ever receive the contract?

Promises from the installer

• Has the system worked as intended/is it currently operational?

• Were you promised something outside of the contract?

  • Was the promise verbal?

  • Do they have documentation? (If so, advise customer to email to Support@myeverbright.com, attention: Lead Resolution Specialist)

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 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