Subject: Escalation procedure - IMP
From: subir chakma <[email-masked]>
To: chetan lanwani <[email-masked]>, Ritesh Rana <[email-masked]>, anku saini <[email-masked]>, Pritish Nandi <[email-masked]>, iftekhar <[email-masked]>, Sadique Anwar <[email-masked]>, Jeannina Ruth <[email-masked]>, Mohd Ahmed <[email-masked]>, "Kartik P. Rao" <[email-masked]>, Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "Kaeiara Blythe R. Delfino" <
Date: Wed, 11 Feb 2015 11:32:38 +0530 (IST)

Hello, 

Ref- LTK1221602842227X (Kaeiara) 

After the chat, customer complaint to  Attention to Manager thru an email . He was not happy with the assistance he received on the chat , and wanted the matter to be escalated to higher level. 

The agent tried to troubleshoot and escalated it properly. However, point of alert was when Cx emailed to manager complaining on the service received. Additionally, troubleshooting shud be simplied, not make it painful as it happened in the chat. 

Seeinig the complaint to manager, case should have gone straight to level 2. Instead, a casual 2 line email was sent to Cx, with no apology or acknowledgement of the complaint he made to higher level . 

We must know when to escalate an issue to next level. Some indications are- 

 - Cx threatening to spread bad reviews about company on social forum like Facebook, Twitter etc... 

 - Cx threatening to contact directly the CEO, Manager... 

 - Cx threatening to stop using our services again... 

 - Cx may not be complaining but he indeed received a bad service because of our fault and possibly will not come back to use the service...