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escalation process
Anyone have a guide to creating an escalation process for customer complaints? A contract we're bidding on is asking for that. Traditionally, our customer service rep just bumps problems to me, but the contract wants some more formal.
Thanks,
D
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Queen of the Forum
Array
Couldn't you just write up a standard operating procedure? All you would need to do is document the chain of complaint resolution.
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Basically, set up the steps that would not only manually escalate a problem to you for resolution, but also automatically escalate the problem (e.g., the problem is unresolved in 2 business days). You don't need to go overboard, just set the expectation of what happens under the conditions that will worry the client.
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