Customer Service Escalations
An Escalation or Complaint is an expression of concern, dissatisfaction or frustration with the quality of a product.
During the Service Job process, a customer may escalate and request to speak with another person if they disagree with the information that was provided, or if they are unsatisfied with the processing of their Service Job.
- If leadership is available, a Live Transfer will occur.
- If leadership is not available, they will advise the agent to create a Call Back Request so that the customer can be called back when there is availability.
The below Escalation Scenarios are handled by the Leadership Desk IF you are unable to de-escalate the call.
SITUATION | EXAMPLES |
Supervisor Request | Customer requests to speak with a supervisor. |
Cinch Service Delay | Parts ordered by Cinch are delayed |
Service Provider Delay | Missed appointments, delayed installation, or parts ordered by SP not received. |
Claim Credit Dispute | Customer disagrees with the claim credit or cap amount. |
Replacement Dispute | Customer disagrees with the replacement offered (i.e. brand, color, functions, etc.) |
Coverage Denials | Customer disagrees about item/failure not being addressed. |
Unauthorized Work | Customer had work completed prior to calling in for service. |
Priority Escalations
If any of the following situations occur, follow the Priority Escalations Process (PEP).
- Customer asks to speak to the CEO, President, or Executive.
- Customer has already spoken to a Supervisor and requests to speak with someone above the Leadership Desk.
- Customer is threatening Legal Action or to contact News Media.
- Customer is threatening to leave a review or share negative feedback on Google, BBB, Social Media, ConsumerAffairs, Trustpilot, or any other external reviewing platform.
- Customer has experienced property damage and has had no response from our Service Provider.
- SOS High Risk Escalations
Suggested Script
Use the below scripting if the customer refuses to give information about the situation:
"<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."
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