Escalations procedure

Escalations procedure

Should agent receive a complaint or irate customer, the agent should do the following before handing the client to a superior:

• Find out what the complaint is about
• Listen to the client (uninterrupted)
• Reassure customer that you are capable of resolving this matter in no time
• Advise the client of the steps you will take to resolve the matter
• Inform client of a TAT for resolution or feedback
• Agent must advise (Earle Sandile and Shavintha of the complaint type via e-mail even if they have resolved the matter)

If the above does not work then follow the below escalation process:

• Shavintha – Earle – Brandon  - Jaleel