Priority Escalations Processes

Priority Escalations Processes

Priority Escalations are those which go beyond Standard Escalations and require deescalation tactics as well as specific communication/tracking actions for follow-up. Some scenarios will require a Macro while others require a Case Edit. 
Remember to contact the Leadership Desk for assistance/guidance if you are unable to de-escalate a situation. Be prepared to explain what you have already reviewed, the PEP process you want to take, and information shared with the customer.  
Always clearly communicate to the customer the actions taken and any next steps or expectations.  

PEP Examples: 
  1. Damage to property, item, or system and has had no response from our Service Provider. 
  2. Threats to share negative feedback/reviews on Google, BBB, Social Media, Consumer Affairs, Trustpilot, or any external review platform. 
  3. Threats to contact News Media OR
    Reporter/Media Representative is contacting on customer’s behalf. 
    Follow the CHS Media Policy and Guidelines
  4. Threats regarding Legal Action OR
    Lawyer is contacting on customer’s behalf. 
    Follow the Legal & Compliance Department: Contact Procedure
  5. SOS High Risk Situations (Customer or Service Provider)
  6. Requests to speak with the CEO, President, or other executive team members
In these situations, de-escalate and assist the customer to the best of your abilities and follow the Priority Escalations Processes (PEP) to assign tasks to expedite resolution.
Suggested Script:
Quote
“I completely understand the importance and urgency of your situation and have escalated your request to ensure you receive a call back as soon as possible.”

Escalation Threats: Macro

A Macro is used when a customer threatens one of the following:


How to select a Macro

  1. In the Case, click the Conversations tab.
  2. Click the Apply Macro button and select the appropriate macro.



  3. A dialog box will appear confirming the macro selected has been applied.



  4. Verify in the History Tab that macro was sent.



  5. Once macro has been applied, a task will be automatically created corresponding with the macro selected and will be assigned to that specific team.
    Click on the Activities tab to confirm the task was created. 



Case Edits: Damage Claim or S.O.S.

Damage Claim

Follow the Customer Damage Claim process, prior to following the steps below to alert the Area Manager and send the case to T3 case management. 
When a customer indicates there was damage caused by a SP verify which State the Service Job is in and match the correct Area Manager Region.
  1. Click Edit icon next to Case Properties



  2. Update the below Case Fields
    1. Area Manager Region Email: Select the appropriate region
    2. SOS Cinch Escalation Description: Use below template
      1. Reported Date:
      2. Complaint:
      3. Authorities Involved:
      4. SP Name:
      5. SP Address:
      6. SP Phone:
    3. Escalation Open Reason: Job Follow Up
    4. Escalation Sub Reason: Select appropriate reason
    5. Workmanship-Damaged Property
    6. Workmanship-Damaged Item
  3. Click Save.

Once Case Edits are saved, Zoho will automatically send an email to the selected Area Manager Region, as well as create a T3 Task so a case manager can follow up.
Click on the Activities tab to confirm the task was created. 

Notes
Workflow will only trigger if ALL fields mentioned are filled out.

SOS

This process is used when a Customer OR Service Provider escalates an SOS complaint that can pose a risk to their well-being or to Cinch.
Examples include but are not limited to:
  1. Police Contacted
  2. Verbal Threats
  3. Harassment
  4. Customer or Service Provider does not feel safe
  5. Threat/Initiation of a lawsuit related to potential abuse
If there is an active situation where the caller feels unsafe, use the following scripting:
Quote
"If you feel you are in immediate danger, please hang up and call 911."
Warning
SOS takes precedence over any other escalation. If you are unsure if the situation should be escalated, see your immediate Supervisor to review.
If an SOS scenario is identified, verify which State the Service Job is in and match to the correct Area Manager Region.
  1. Click the Edit icon next to Case Properties.


  2. Update the below Case Fields:
    1. Area Manager Region Email: Select appropriate region (Use the Area Manager KB Article to locate the appropriate region.)
    2. SOS Cinch Escalation Description: Use below template
      1. Reported Date:
      2. Complaint:
      3. Authorities Involved:
      4. SP Name:
      5. SP Address:
      6. SP Phone:
    3. Escalation Open Reason: Job Follow Up
    4. Escalation Sub Reason: SOS Escalation
  3. Click Save.




Once Case Edits are saved, Zoho will automatically send an email to the selected Area Manager Region, as well as create a T3 Task so that the SOS Team can follow up through completion.
Click on the Activities tab to confirm the task was created. 
Notes
Workflow will only trigger if ALL fields mentioned are filled out.

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