Subject: FW: [REMINDER]- Escalating for a Manager Call Back
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Michelle Gubbins <[email-masked]>, Nuno Correia <[email-masked]>, Virat Joshi <[email-masked]>
Date: Mon, 10 Dec 2018 10:49:39 +0000

IMPORTANT INFO

DATE

10/12/2018

TOPIC

Escalating to Manager Call Back Criteria

DETAILS

This escalation option should be used as the last resort after you have tried everything to resolve the issue.

Please action as below:

  1.  Take ownership of the case and first explain that you are here to help them.
  2.  Try to resolve the issue by explaining who we are/what we do/how you can solve the issue.
  3.  If they are still insisting to speak to a manager: You need to push back one more time.
Only after these 3 actions have been taken and the customer is still insisting on speaking with a manager can you escalate to the Manager Callback Q. Full instructions can be found here:
https://internal-ols.talentlms.com/unit/view/id:1936

Remember that every case and calls will be reviewed.

For more information please check with a TL and thank you for your cooperation.

Wiki LINK

https://internal-ols.talentlms.com/unit/view/id:1936