Who will handle customer complaints and how will they be monitored and resolved?
Customer complaints will be answered at the UDS call center and handled by customer service representatives who are trained to do just that. Depending upon the complaint, there will be guidelines for the representatives to follow. Under these guidelines, the customer will be presented with certain options in order to rectify the situation. If the representative cannot resolve the complaint, within the guidelines, then a supervisor will take over the call and continue the resolution path or begin an escalation process.
