Guidelines on Customer Support Escalation

GUIDELINES ON HOW TO APPROACH CLIENTS REGARDING THE IMPLEMENTATION OF CUSTOMER SUPPORT ESCALATION SYSTEM

Objective: To be able to help clients adapt in our new escalation process without offending them to adhere with it. This spiel would give you basic tactics on how to handle the conversation with the client and explaining to them our new system.

[Customer care]

CSR: Thank you for calling WebFocus, how can I help you? Client: Goodcan I speak with a Technical person?
CSR: No problem sir, but can I have your name first and the company you represent?
Client: I’m Carlo from Seemanila.
CSR: Sir Carlo, have you created a support ticket in Servobox Helpdesk?
Client: No, that’s why I called in to attend my concern immediately.
CSR: Since you don’t have a ticket yet, I could initially create now on your behalf to highly prioritize your concern. Please send a ticket on your succeeding requests because that will be your passport for immediate phone support assistance. May I know your exact concern sir?

(While on the phone, make sure that you already opened a new Message box using the email support template, then fill in the information accordingly)

Client: My website is not viewable, error 404. My email is notworking, I am not receiving emails and not able to send out as well.
CSR: Have you tried checking your problem from our Knowledge-based? You may probably find there the answer to your question.

(Conversation continues until the client is transferred to Technical support)

A. EMAIL TEMPLATE for SUPPORT TICKET

Send To: Support@servobox.com CC: client’s email (the requester), authorized email address (authorized contact person) and customercare@webfocus.ph
Email subject: Particular problem/request (domain.com)
Email body:
Domain name: www.domain.com
Details of concern: My website is not viewable, error 404. My email is not working, I am not receiving emails and not able to send out as well.
B. CREATION OF SUPPORT TICKET via HELPDESK

Log-in to www.helpdesk.servobox.com and submit a ticket

Email
Email subject: Particular problem/request (domain.com)
Email body:
Details of concern: My website is not viewable, error 404. My email is not working, I am not receiving emails and not able to send out as well.
Yours,

Client name
Put this note at the bottom of the message for identification.
This ticket is created on client's behalf. Jidea Gaces (consultant/CSR name) is given authorization to make this ticket.