LL - Escalated Cases and Procedure

There are a few different types of situations that should be brought to the attention of your leads and supervisors.

Chargeback threats (I have or I will call my bank if you don't do this)
Abusive individuals (Did they get nasty and you had to end the call because they wouldn't quit it?)
Asking to escalate to a physician, if someone has a medical question.. Having a way to deal with objections in a medically safe way (If they did not accept the answer we provided)
Lawyer that phones to deal with spam or on behalf of one of our customers
After a phone call from a financial gateway or mid question
An Adverse Reaction that resulted in them seeking medical treatment - up to and including death
TSM members who want more than 3 months of subscription billings or 4+ program purchase refunds
Threats of bad reviews or Better Business Bureau

How should these types of tickets be handled?

TSM Chargeback threats - consult with Elana for review. The ticket should include a note of everything you feel is relevant. Also, send Elana a message in Slack saying you did so and why (ticket xxx, chargeback threat to start/after receiving an exchange offer, etc.)

Health Brand ChargeBack threats - Issue an apology for the customer complaint - cancel any orders or subscriptions related to the complaint and stop any shipments that are pending. Use the Chargeback Threats workflow. The ticket should include a note of everything you feel is relevant.

Threats of bad reviews or BBB - if HB run the escalation workflow. The ticket should include a note of everything you feel is relevant. (If TSM consult with Elana) also send Elana a message in Slack saying you did so and why (ticket xxx, threat to xxxx because xxxx, etc.)

Abusive individuals - If HB contact your manager. If TSM, assign to Elana for review. The ticket should include a note of everything you feel is relevant. Also, send Elana a message in Slack saying you did so and why (ticket xxx, customer wouldn't stop yelling/cursing at me, had to end the call after I tried to help but more abuse, etc.)

Asking to escalate to a physician, if someone has a medical question.. Having a way to deal with objections in a medically safe way - Send Elana and Lori a message with the ticket number and what their question or concern is regarding.

A Lawyer that calls in to deal with spam or on behalf of one of our customers? During the day/week - If TSM msg Elana to see if she is available to take the call. If HB or overnight/weekends - Let them know that you are escalating their request to your supervisor who will be back in contact with them ASAP! Assign this to Elana or MGR with a detailed note and message her in Slack with the who/what/when/why's of the situation.

A phone call from a financial gateway or mid question - If it was a bank calling in (with or without the customer on the line) send Elana a message in Slack. Include why they called and for which customer, and what you did to help. If it's a MID question or something related to our gateways in general, send Stacy a message in Slack. Include who called and any contact information from them you gathered and the nature of their request.

A mid/gateway question would be if the gateway itself called the CH line to ask for Tracy or someone else in the company, or if a decline is "call 1-800-XXX-XXXX", or if someone is looking for their refund and it’s been longer than 14 days since it was processed, Stacy can go in and look to see if it had an error and process it in the back end.

If it's an Adverse Reaction where a customer sought medical attention that needs to be escalated, add to Adverse Events slack channel. The Adverse Event form will tell you if this entry needs to be escalated.

TSM members who want more than 3 months of subscription billings or 4+ program purchase refunds, you will answer the “Escalated Refund Attempt” as Y, which will assign that ticket to Elana. Add a note relaying any and all information you think will be helpful to know.

If you talked to them on the phone, how did that call go down? Were they chill? Upset? Seem open to negotiation?
You will also send Elana a message in slack to let her know you did that and what you’ve done so far to help. Include the results of your investigations such as site activity and emails details.
Do not use the "I've worked this to the best of my abilities and escalated your request to a supervisor" language in your response to them.
Elana will review these tickets and determine what needs to happen from there. This could be an approval for additional refunds, suggestions of ways you could turn this customer around, or she will take the ticket over and help them from there.