Is there a standardized escalation process?
Depending on the nature of the service request or problem, customer support representatives (CSR) may escalate a case to their regional Technical Lead for assistance. If a customer thereafter feels as though the problem is not being addressed to their satisfaction, they can escalate up the management chain — first to the regional Support Manager/Director, then to executive management. We ask that our customers first telephone the customer support representative to advise them of their intention to escalate the service request. This affords the CSR one last opportunity to share any new information that may have recently surfaced on the case.
