Priority Escalations Processes

Priority Escalations Processes

Priority Escalations are those scenarios which go beyond Standard Escalations. These scenarios include:
  1. Customer has experienced property damage and has had no response from our Service Provider.
  2. Customer threatening to leave a bad review or share negative feedback on Google, BBB, Social Media, Consumer Affairs, Trustpilot, or any external reviewing platform.
  3. Customer threatening to contact News Media OR Reporter/Media Representative is contacting on customers behalf.
  4. Customer threatening Legal Action OR Lawyer is contact on customers behalf.
  5. SOS High Risk Situations (Customer or Service Provider)
  6. Customer requesting to speak with CEO, President, Executive
In these situations, Priority Escalations Processes (PEP) will be used to assign tasks to expedite resolution.
Suggested Script:
Quote
“I completely understand your frustration and the urgency of this matter. I’ve escalated your request to ensure you receive a call back as soon as possible.”

Customer Claim Damage

If a Customer Damage scenario is identified, verify which State the Service Job is in and match to 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: Service Pro 
    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 T2 Task so that the Customer Damage Claim Team can follow up through completion.

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

BBB/SM/AG/LEGAL/CEO

This process is used when a customer mentions that they are going to the BBB, Media or Social Media with a complaint about us, mentions speaking with the Attorney General/Lawyer, a Lawyer is calling on the customer behalf, or requesting to speak with CEO/Executive.
  1. In the Case, click the Conversations tab.

  2. Click the Apply Macro button and select the appropriate macro:
    1. BBB Threat Escalation
      1. Customer threatens to contact BBB
    2. Social Media Media Customer Threat
      1. Customer threatens to leave negative review on Social Media or with News Media
    3. AG Regulatory or Legal Threats Escalation
      1. Customer threatens to contact Attorney General or Lawyer
    4. Legal Contact Escalation
      1. Lawyer is contacting Cinch on behalf of customer.
    5. CEO Executive Threat Escalation
      1. Customer is requesting to speak to or threatening to contact the CEO or any other executive.

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

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

Once macro has been applied, a task will be automatically created corresponding with the macro selected and will be assigned to that specific team.

SOS

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
    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: Service Pro 
    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.

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

    • Related Articles

    • 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 ...

    • BBB & Social Media

      BBB and Social Media Escalations are created as manual tasks within Zoho and assigned to individual associates within each team.  T3 Associates can locate assigned tasks on the Kanban Task Board .  There are three ways to create a task: Create a ...

    • Purchasing Escalations Form

      The Purchasing Escalations Form is used by the Escalations Department primarily when an order has been submitted and additional information is needed from the Purchasing Department to move the job forward. When filling out the form you will need the ...

    • Executive Escalations

      An Executive Escalation is created when a customer requests a call back from a Cinch Executive. An email is sent to the Executive Escalations email inbox, a case is created in Zoho. Direct Assignment is utilized to assign the Executive Escalation to ...

    • National Account Escalations

      National Account Escalations will be communicated and resolved through Zoho, resulting in the following expected benefits: Better customer support Continuity of process Ability to track email progress Faster responses and updates from our partners ...