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, IL Shines)

This process will be Handled By Homeowner-trained Support Agents & Resolution Specialists

Table of Content:

Process Overview:

Compliance will send an email regarding the negative public/social media complaint

Step	Action

Step	Action
1	Follow the Matrix Based on your role
2	Park the Email Until you have an update
3	Create a Case on the customer record in SalesForce	Primary Case: 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
4	Review any relevant Support Tickets (Open or closed) and link them in the Case Description
5	Upload any supporting Documentation to the Case Via the “Related Tab” Then; Proceed with the “Contacting the Customer (Follow Up Procedure)”

Contacting the Customer (Follow Up Procedure)

This part of the process will be handled only by Resolution Specialist Agents

Step	Action

Step	Action
1	Call and/or Email the customer to discuss the complaint
2	Take actions based on what the Complaint is related to:	Complaint Related to Installer Action(s)

		Complaint Related to EverBright Action(s)

Responding to Compliance Email & Providing Updates:

Step	Action

Step	Action
1	Unpark the Original Email and reply with Case Updates
2	Provide the following details in the response
	⚠️IMPORTANT NOTE FOR RESOLUTION SPECIALISTS⚠️
	It is vital to collect all necessary information related to the case or complaint as soon as possible, especially given that compliance has strict timeframes for responding to complaints. Please be mindful of the following deadlines based on the media:
	IL SHINES
	BBB COMPLAINTS
	COMPLIANCE

Installer Knowledge Base

How to Handle Negative Public/Social Media Reviews

Analytics

Table of Content:

Process Overview:

1

2

3

4

5

Contacting the Customer (Follow Up Procedure)

Complaint Related to Installer Action(s)

Complaint Related to EverBright Action(s)

Responding to Compliance Email & Providing Updates:

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