Escalation routes

Tonal

Escalation routes

Index

Escalation Routes

Escalation Steps

Review

Knowledge Check

INTRODUCTION

Whenever a case requires urgent attention or when a Customer’s experience is at risk, we escalate the case to the relevant queue so that the team handling the specific workflow can immediately action the case.

We always want to use any available macros and/or quick texts to update the case feed along with our Members if need be. The notes we provide over to the next team to handle the case/call will be what allows them to fully understand what is going on and any next steps.

The following slides will guide you through what is needed and how to handle a case/call that needs to be escalated.

Escalation Routes

Points to be aware of:

If a Customer or Member requests to speak with a supervisor/manager, we get them a supervisor/manager right away. No questions asked.

All time-sensitive and urgent cases should be handed over to Support Staff, live in Basecamp or via a phone call.

To distinguish each escalation and make sure it reaches the right team, we have created different queues within SFDC. A different team manages each queue, and we should ensure we escalate the cases to the correct queue.

Always make sure to leave HIP-inspired notes in the case before escalating them. Use Quick Text: Escalations to draft these.

Always review the case carefully and use your judgment and the context of the Customer/Member’s sentiment to identify the priority for each case. We should always advocate for the Customers'/Members’ experience.

If you identify a case that is an Urgent or Critical priority, make sure to raise it using your escalation routes.

Escalation steps

Once we have determined that the case/call needs to be escalated, we should do the following:

Step 2

Step 3

Step 4

Step 1

Status

Priority

Queue

HIP Note

Leave a HIP note using the corresponding Quick Text. If none are available, use the Escalations Quick Text. Ensure that all necessary details are included; reason for escalation, steps taken, any offers/discounts made, and help needed from the next team.

Move the case to the corresponding Queue based on what team we need assistance from. Ensure that notes are left BEFORE changing the queue. If needed, based on the scenario, flag to Support Staff live in BC and/or Slack for visibility.

Change the case status to "Open".

Update the Priority to "High", "Urgent", or "Critical Escalation" based on the need.

If needed, based on the scenario, flag to Support staff live in BC and/or Slack for visibility.

What you've learned today

If the Member's experience is at risk, ESCALATE!

Immediately flag any Health, Safety, Legal issues to your Support Staff live in BC.

If a Member requests a Supervisor/Manager, get them one right away!

Always leave HIP-inspired notes.

If the Member has had 2+ RMAs, ESCALATE!

Knowledge Check

Question 1 of 2

If a Customer or Member requests to speak with a supervisor/manager, we Never get them a supervisor/manager right away.

False

True

Correct!

Question 1 of 2

Wrong

If a Customer or Member requests to speak with a supervisor/manager, we get them a supervisor/manager right away. No questions asked.

Question 2 of 2

Always make sure to leave HIP inspired notes in the case before escalating them. Use Quick Text: Escalations to draft these.

False

True

Correct!

Question 2 of 2

Wrong

Always make sure to leave HIP inspired notes in the case before escalating them. Use Quick Text: Escalations to draft these.

Thanks!