When to Escalate a Case:

  1. Accusations of Fraud or Scamming: If a customer accuses the company of being a scam, thieves, or raises concerns regarding counterfeit or fake products, escalate these cases immediately. These situations need urgent attention due to their serious implications.
  2. Severe Product Quality Issues: Any case where a customer is highly irate over the quality of the product, especially for high-value orders, should be escalated. Such cases can potentially lead to reputational damage if not resolved promptly.
  3. Concerns About Integrity: Escalate any situation where the customer questions the honesty or integrity of the company. These could include allegations about our business practices, and we need to handle them carefully.
  4. Payment-Related Issues: Payment concerns such as disputed charges, unauthorized transactions, or failed payments should be escalated if they cannot be resolved at the agent level.
  5. Drop Shipping-Related Concerns: Customers who raise issues regarding drop shipping or express dissatisfaction about fulfillment methods must have their cases escalated for further investigation.
  6. Threat of Negative Reviews: Any customer threatening to leave a negative review on public platforms (e.g., Trustpilot, Google reviews) should be escalated. It’s crucial to address such concerns swiftly to protect the company’s reputation.
  7. Profane or Abusive Language: Escalate cases involving customers who use profanity or abusive language. We need to ensure these cases are handled appropriately while maintaining our professional standards.
  8. Unresolved Complaints or Agent-Related Issues: If a customer remains dissatisfied with the resolution provided or if there are agent-related complaints (such as behavior or communication issues), escalate the case to ensure it’s handled at the next level.
  9. Cases Requiring Supervisor Intervention: If you believe supervisor intervention is necessary, even if it’s not explicitly covered above, escalate the case. Your judgment is valuable in deciding which cases need further attention.

Escalation Procedure:

    • Document the Case Thoroughly: Ensure you add a detailed note to the ticket or case, covering all relevant customer details, order history, and your assessment of the situation.
    • Add the Case to the Escalation Tracker: Log the case on the Escalation Tracker so that it can be reviewed and tracked properly.
    • Assign a Negative Experience Risk Rating: Rate the case on a scale of 1 to 5 for Negative Experience Risk, with 5 being the most critical and likely to have severe consequences.
    • Tagging the Supervisor: Once escalated, share the Ticket ID on the group and tag the appropriate supervisor, ensuring it’s brought to their immediate attention.