CX Business Rules for a Complaint

Add “COMPLAINT” to the ticket title, the first word of the title

Mark as High priority if an issue needs to be fixed immediately

Complete the Complaint Banking section in full

If you resolved the complaint, must still complete the ticket in full

If unable to resolve, escalate in the following order

Escalation team member

CX Senior Specialist

Quality Manager

VP/CX Supervisor

VP/DBO

SVP/DBO

Show empathy and willingness to help the client in all interactions no matter how the engagement was received

Use Complaint – Internal Source Pipeline to work ticket

Do not close, place in Complaint- Internal Source Pipeline, Stage: QA Review

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