Escalation Policy and Guidelines

Escalation Policy and Guidelines

During the Service Job process, a customer can request to speak to another person if they disagree with the information that was provided, or if they are unsatisfied with the processing of their Service Job. An escalation or complaint is an expression of concern, dissatisfaction or frustration with the quality of a product. 

Generally, complaints are related to a failure to act, dissatisfaction with a coverage decision, service delays, untimely responses, lack of communication or poor staff behavior. It is our responsibility to explain the Service Job Status and procedures to the customer. 

Handling a frustrated customer is usually about explaining the rationale behind the coverage decision that was made on the Service Job. Cinch will make every attempt to assist all customers inquiring about their Service Job or who express concerns with their overall experience. 

Good judgement and empathy are crucial while handling these sensitive situations. Anyone interacting with customers is expected to take ownership and review the details and circumstances of a Service Job, identify what steps have taken place and what further action is needed. See also, Assisting Frustrated Customers.

The linked articles below outline specific scenarios of when to escalate the Service Job and to whom so that an efficient solution can be provided in a timely manner. 
  1. Customer Service Escalations
  2. Complaint Letters
  3. Telesales and Retention Call Escalations

Guidelines

  1. If a Customer advises that there are/may be associated serious medical or high-risk situations, or that an existing medical or high-risk situation may be worsened due to the reported mechanical issue or failure, follow the Medical Emergency Protocols. 
  2. If a Customer or Service Professional escalates a complaint that can pose a risk to their well-being or to Cinch, including situations where they do not feel safe, there have been verbal threats or harassment, the police have been contacted, or a lawsuit has been threatened/initiated related to potential abuse, see the Potential Risk to Customer or Service Professional article. 
  3. If you are contacted in any way by a reporter or other media representative, or if you receive a call from a customer that has expressed they will, or have contacted the media, follow the Cinch Media Policy and Guidelines.
  4. If you are contact in any way by an attorney who is calling in on behalf of the customer, give them the legal@cinchhs.com email address. DO NOT provide this email to the customer.

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