Customer Care Centre

The objective is to establish clear and effective internal escalation pathways for customer service agents when dealing with challenging or complex customer calls. This process is designed to ensure that agents have the necessary support and resources to resolve issues efficiently while maintaining high levels of customer satisfaction. 

If a customer requests to speak with the Manager or Supervisor for the following reasons: 

Step 1- The agent should maintain a calm and professional demeanour, while assisting the customer and acknowledging the customer’s feelings by empathizing where appliable. 

Step 2- After the customer has expressed their concerns/queries and requests to speak with the Manager/Supervisor, the agent should ask the customer to hold while they check for availability of the Manager/Supervisor. 

Step 3  

a. If the Manager/Supervisor is available, inform the customer that you will be transferring the     call.  

b. Transfer the call to the appropriate Manager/Supervisor. Create a Freshdesk ticket detailing     the customer’s issue and notify Manager/Supervisor and reassign the ticket accordingly. 

Step 4  

a. However, if they are unavailable, explain to the customer that the information will be             relayed to the Manager/Supervisor, and they will receive a callback once they are available. 

b. Create the Freshdesk ticket detailing the customer’s issue, notify the Manager/Supervisor via     the ticket and assign to them for the callback. The ticket must have an elevated priority in its     properties. 

Handling a customer inquiry when the agent is unfamiliar with the query. 

Step 1- Once the customer has expressed their concern or query, if the agent realizes that they lack the knowledge about the issue and cannot provide a solution, they should ask the customer to hold while they gather further information. 

Step 2  

a. The agent should then request assistance from a senior agent and or supervisor regarding the     customer’s query, once the information is obtained, relay it to the customer.  

b. 

(i) However, if after obtaining the information, the agent still does not feel confident in         conveying it to the customer, they should ask the senior agent or supervisor to take over the     call.  

             (ii) Inform the customer that they will be transferred to the supervisor or senior agent for further     assistance and apologize for the inconvenience. 

(iii) Transfer the call to the Supervisor and create a ticket documenting all relevant details.     Notify the supervisor or senior agent and reassign the ticket accordingly. 

c. 

(i) If the supervisor or senior agent is unavailable to take the call, the agent should explain to the     customer that their issue has been escalated to the supervisor, and they will return their call to     further assist once they become available. 

(ii) Create the Freshdesk ticket detailing the customer’s issue, notify the supervisor via the ticket     and assign to them for the callback. The ticket must have an elevated priority in its properties. 

The agent requires assistance with the call for the following reason: 

Step 1- Once the customer has expressed their concern or query and is seemingly irate, the agent should try to maintain a calm and professional demeanour whilst trying to the assist the customer. 

Step 2- If the agent becomes frustrated or overwhelmed by the customer’s behaviour, they should calmly ask the customer to hold while they seek additional assistance to resolve the issue.