Subject: Fwd: Escalation procedure - IMP
From: subir chakma <[email-masked]>
To: "Kaeiara Blythe R. Delfino" <[email-masked]>
Date: Fri, 13 Feb 2015 14:47:25 +0530 (IST)

No acknowledgement as yet. 

----- Forwarded Message ----- 
From: "subir chakma" <[email-masked]> 
Sent: Wednesday, February 11, 2015 11:32:38 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Escalation procedure - IMP 

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...