How to Handle Negative Public/Social Media Reviews

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

IF:

THEN:

Homeowner-trained Support Agent

• Transfer the email to the Email - Escalations queue

Resolution Specialist

• Park the email until you have an update

• Create a Case on the customer record in Salesforce

  • Primary Request Type - Select the topic of the complaint

  • Secondary Request Subtype - Select a subtopic

  • Case Source - Select the complaint entity

  • Secondary Case Source - Select specific media

  • 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

• Proceed to Step 2

Contact Homeowner (phone call followed by email)

Gather information regarding the complaint

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

• Follow the matrix below for the next steps.

IF:

THEN:

• Complaint is related to an installer’s actions.

• Follow relevant process(es)

• Notify the homeowner’s installer escalations contact based on the “When and how to escalate Installer Complaints” SOP

• Inform the homeowner of our attempt to streamline communication with their installer:

• Go to Step 3

• Complaint is related to EverBright’s actions.

• Follow relevant process(es)

• Go to Step 3

• Unpark the original email and reply with case updates.

  • cc yourself on the email thread

• Reply with:

  • Summary of prior support communications and dates (Omnidian, Launch, Support)

    • Including details regarding prior concerns, resolutions, and monitoring portal reviews

  • Copy of the email sent to the Homeowner and date (if applicable)

  • Copy of the homeowners email response and date (if applicable)

  • Deatiled Summary of the phone call and date (if applicable)