CX Business Rules for a Complaint

1. Add “COMPLAINT” to the ticket title, the first word of the title
2. Mark as High priority if an issue needs to be fixed immediately
3. Complete the Complaint Banking section in full
4. If you resolved the complaint, must still complete the ticket in full
5. If unable to resolve, escalate in the following order
   1. Escalation team member
   1. CX Senior Specialist
   1. Quality Manager
   1. VP/CX Supervisor
   1. VP/DBO
   1. SVP/DBO
6. Show empathy and willingness to help the client in all interactions no matter how the engagement was received
7. Use Complaint – Internal Source Pipeline to work ticket
8. Do not close, place in Complaint- Internal Source Pipeline, Stage: QA Review
9. Quality will review and sign off on every ticket to ensure the issue is resolved for Tier 2 and Tier 3, and then close the ticket

Complaints and Angry Customer’s Request or Issue-Identified Responses