A guide for how to assess whether a customer complaint needs escalation, and how to escalate if needed.
The usual process for assessing if a ticket needs to be escalated is;
- Carefully read and interpret the information provided in the ticket and determine - is this a known issue with a product/the website/purchase experience?
- If the issue is known - follow the regular ticket resolution procedure.
- If unknown, escalate the issue to the relevant team member by posting in B2C Customer Feedback Channel -
- Tag relevant team members - for products tag Vince and Lou, anything UX related tag Kela.
- Include as much information as possible and provide photographs and customer comments.
- Once the team member has gotten back to you, follow their advice to resolve the ticket.