Customer Service Escalations

Customer Service Escalations

In some scenarios we may be unable to de-escalate a call and may require supervisor assistance. Always reach out to your direct supervisor or any available supervisor for Tier 1 assistance.

If the supervisors are unable to assist, they may give you permission to enter a CallBack exception or if a situation requires Tier 2 assistance will give approval to contact Tier 2.
You must notate this information in your final comments in the Service Request. 
Utilize the Frequently Used Numbers and Call Procedures for proper call conferencing.

Suggested script if customer refuses to give info

"[customer name] I understand your concern and would like to get some information and understand your situation before I contact a supervisor."
 
"[customer name] IF you allow me the opportunity to access your service job, THEN I can review the status AND see if I can answer questions OR advise my supervisor of the situation."

Escalated Situations Handled By CS Supervisors/Tier 1


Escalated Situation:
Tier 1/BPO Supervisor

Examples:

Cinch Service Delay

Parts ordered by Cinch delayed

Service Provider Delay

Missed appointments, delayed installation, or parts ordered by SP not received

Claim Credit Dispute

Customer disagrees with claim credit or cap amount

Replacement Dispute

Customer disagrees with replacement offered, brand, color, functions

Coverage Denials

Item or failure not addressed

Unauthorized Work

Customer had work completed prior to calling in for service

Escalated Situations Handled By Tier 2

If any of the following situations occur, reach out to a Supervisor to advise of the issue and receive permission to contact Tier 2.
Tier 2 Hours of Operation: Monday-Friday from 8:00AM-9:00PM and Saturday 8:00AM-4:30PM EST.
  1. Customer asks to speak to the CEO, President, or Executive.
  2. Customer has already spoken to a Supervisor and requests to speak with someone above Tier 1.
  3. Customer is threatening Legal Action or to contact News Media.
  4. Customer is threatening to leave a review or share negative feedback on Google, BBB, Social Media, ConsumerAffairs, Trustpilot, or any other external reviewing platform.
  5. Customer has experienced property damage and has had no response from our Service Provider.
  6. SOS High Risk Escalations


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