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.

• Update EBH Ticket:

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

  • Request Type: Complaint

  • Internal Comment: Tag @Resolution (Nehemiah @ EverBright Berenice Peralta Eric Suarez)

  • Include a detailed overview 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.

• 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

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