Subject: VW ESCALATION PROCESS
From: Saurav Chakraborty <[email-masked]>
To: audi <[email-masked]>
Date: Mon, 8 Mar 2021 04:34:26 -0700 (MST)

Dear Team, 

Wanted to share the escalations process for VW only (will get the update from AUDI soon) 

- Customer contacts us for a concern we deal with him and submit the form for a call back. 

- If the customer comes again the next day (24 hours later) please ensure that you submit the form under lead type : Customer care : service complaint. Please ensure that you mention the the previous chat ID of the customer. And forward me the details for a manual escalation. 

- Important point : - If the customer contacts us on Thursday and then comes back again on Friday. No need to escalate as there are no calls made on Friday. Please inform the customer that call back is always made on weekdays. 

- If a customer wants to "only" sell his VW car and NOT "trade in", please submit the form and under Lead category "Used car sales" and mention the details in the notes. 

- We do not sell any VW diesel cars in the entire middle east. 

Thank you 
Saurav Chakraborty 
Team Manager 
[email-masked]