Call Back: Creating Exception
Arise ONLY: May create a CB-Client exception for specific scenarios. All Others will create the Call Back exception.
- Create the Call Back exception in an Open status.
- Enter the appropriate Comment exactly as shown below in the Exception Comment .
Reason
Exception Comment
BBB: Customer has threatened or has advised they have an open BBB claim.
BBB
Billing Dispute: Customer escalation due to billing issues.
BILL DISP
Claim Credit Dispute: Customer escalation over the timeliness or claim credit amount.
CLAIM CREDIT DISP
Claim Denial: Customer escalation over job being denied or reason for denial.
CLM DNL
Deductible Dispute: Customer escalation due to deductible or deductible overpayment.
DED DISP
Legal Escalation: Customer has threatened or indicated they have retained an attorney.
LEGAL
Non-Covered Charge Dispute: Customer escalation due to the calculation or amount of non-covered charges.
NC CHARGE
Options Dispute: Customer escalation due to terms or specific items related to options communication.
OPTION DISP
Out of Network Provider Dispute: Customer escalation due to inability or willingness to find an out of network provider.
OUT OF NTWRK SP DISP
Parts Delay: Customer escalation due to the amount of time parts are taking to be received.
PARTS DELAY
Property Damage: Customer escalation due to damage done to their home caused by failure or tech.
PRTY DMG
Purchasing Delay: Customer escalation regarding time between when order was submitted to purchasing or time on backorder.
PURCHASING DELAY
Reassignments: Customer escalation due to reassignment of their request.
REASSIGN
Repair/Replace: Customer is disputing the repair vs. replacement decision.
REPAIR REPL
Replacement Dispute: Customer escalation due to replacement being offered.
REPL DISPUTE
Research Delay: Customer escalation due to delay in research locating parts.
RESEARCH DELAY
Second Opinion Request: Customer is insisting on a second opinion due to job being denied.
SEC OPN DISP
Scheduling Delays/Dispatch: Customer escalation due to timeframe locating service provider.
SERVICE DELAY
Social Media: customer has threatened or indicated they have engaged their complaint on social media.
SOCIAL MEDIA
Service Provider Conduct: Customer escalation due to the service providers conduct.
SP CONDUCT
Service Provider Delay: Customer escalation due to service provider taking to long to complete work.
SP DELAY
Service Provider Unresponsive: Customer escalation due to not being able to reach service provider.
SP UNRESPONSIVE
Unauthorized Work: Customer escalation due to our denial of unauthorized work.
UNAUTH WORK
- Enter a Service Job Comment explaining the reason for the call back.
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