Handling Calls from Regis L1 Support

How to Effectively Communicate the L1 Support Changes

• If you ever feel unsure or otherwise don’t have an easy answer for a customer, please reach out to a support manager.

• Be empathetic – as upset as our customers are when they call us, most of them actually do love and respect our support team.

• Explain that this is a Regis mandate and to get a more clear picture of why this change is occurring, it would be best for them to contact their franchise consultant or preferred Regis representative.

• IMPORTANT: Any “why” questions need to be directed to Regis. Carefully explain again that it was mandated by Regis, and that we have been instructed to direct any inquiries about why this is happening to their team.

• Before you let the customer go, provide them with the contact info above and let them know that we are still here but that the initial point of contact will be Regis as they have directed.

Step-by-Step Guide on Handling Regis L1 Support Calls

1. Regis L1 Support calls us or contacts us by email to inform us that they have a customer they need to pass off to us.

Language: ALWAYS refer to them as Regis L1 Support, and us as ProPoint Level 2 Support regardless of if (internally) you are a level 1, level 2, or level 3 agent!

2. They will provide us with-

• Customer details

• Information about the issue

• Internal Regis ticket number

3. ProPoint support will use the Regis Level 1 Support template in NetSuite to create a new ticket, with the following required information!

• Description of the issue:

• Expected (result not being met):

• Actual, (what is happening now that is undesire):

• Troubleshooting steps taken and results (include KB or wiki used):

• Regis ticket number:

• Escalated by:

4. Once the ticket has been created, ProPoint support will provide the NetSuite ticket number to Regis L1 Support so that they have a reference point.

Any direct calls from a Regis salons (not via Regis L1 support transfer) also any bad or odd interactions with Regis L1 Support need to be tracked on this spreadsheet, without exception! It’s important for us to keep our bases covered so we can provide as much information to Regis if something goes wrong!

5. ProPoint Support will now ask Regis L1 Support to perform a warm transfer, creating a conference call with all 3 parties (PPS Support, Regis Support, and the customer).

6. Regis L1 Support will pass the customer off to ProPoint Support after making sure they are no longer needed at this point, and they will leave the conference call.

7. ProPoint Support will handle the task as usual.

8. Regis L1 needs to be informed of ANY ticket status change! This includes:

• Ticket Research, when a tech needs to spend some time working on the issue behind the scenes.

• On Hold, when a task needs to be put off until evening shift, the next day, or ANY time at all in the future.

• Completed, when the ticket is finished it’s critical that ProPoint Support informs Regis L1 Support that the task has been completed.

9. It is extremely important to follow the rules outlined above in step 8! Once the task has been resolved, communicate this to the customer just as you normally would as well as to Regis L1 Support.