LL - How to handle escalated cases beyond your capacity

We understand you will not know the answer to every question that comes across the phone or inbox, but please do your best to answer all cases that you have knowledge about. 

• Double-check the Learning Library for answers to your questions if needed.
• We have covered the most important ones during training. 

• For those cases where cannot find your answer in the library, we welcome you to ask in your team chat group. Of course, if you do not get the answer that way, always let your manager know that you need further help. While we expect that you'll do your best to solve issues on your own, we also can't help you if we aren't aware that you need additional help. 
• Please let the customer know their request will be transferred to your manager and we are working on the issue and will get back with them soon. 
• Please add a detailed case note to the ticket and include details relating to the matter that will help resolve the issue.
• We will want to know details such as who the customer is, and what their request is about. What has been done so far, and what they are still seeking. 
• If this is a multiple refund scenario, and there is any chance of avoiding additional refunds, your lead or supervisor may take over. You may also be advised about what you could say next to help turn them around, or receive permission to issue the refunds after three have already been processed. 
• if this is a HEALTH BRAND escalation - You will run the escalation workflow in HelpScout, which will send an email from a manager and assign the ticket to our customer loyalty team.  
• It's also advisable to reach out to your team lead or supervisor any time you use the escalation workflow.

We will all work together as a team to successfully resolve as many cases per day as possible!  

Thank you for your efforts!