Complaint Letters
The Escalation Policy and Protocols should be followed when a customer disputes a Service Job decision or wants to express concern regarding their experience with Cinch. In some cases, a customer may want to send a complaint letter to the corporate office. If this occurs, follow the below guidelines:
DO NOT voluntarily advise customers to email/mail/fax a complaint letter to the corporate office.
Providing contact information in this scenario must be requested by the customer and approved by a supervisor.
- Writing a complaint letter is a poor experience for any customer, as it will further delay their resolution. In most cases, we are empowered to take ownership of the situation and make every attempt to determine the cause of the customers frustration while trying to provide a solution.
- Before providing contact information to the customer, exhaust all possible means to resolve the customer on the phone, including having your Supervisor or Tier 1 Help Desk advise or take over the call. If your Supervisor determines it is still appropriate, document the Service Job with the name of the Supervisor providing permission and that you provided contact information to the customer.
- If a customer specifically asks for contact information, it should be provided to them. Notate which Supervisor or Leadership gave approval to provide contact information.
- DO NOT provide direct contact information of any Executive Team Members or Senior Leadership Team Members.
Mailing Address: | Cinch Home Services PO Box 810277 Boca Raton, FL 33481-0277 |
Email Address: | |
Fax Number: | (954) 845-2280 |
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