Complaints/ Escalations

DO NOT PROMISE ANYONE ANYTHING

Four Levels of Anger

Annoyed

Slightly bothered or irritated. Signs that something or someone is slightly irking them. Is still able to utilize their head in the best way to find a reasonable solution.

Frustrated

Anger starts to transition from a mild bother into something more. Here, the brain can still be able to think rationally, but because of your heightened resentments or dissatisfaction with what’s happening, it might not be as easy to stay calm and clearheaded.

Hostile

Hostility tends to happen when there has been a large build-up of stress, and anxiety. Tolerance is too low for them to cope calmly anymore. Hostility is the stage where you anger tends to boil up and out of you before a solution can be found to help alleviate it.

At this point, the body’s ‘fight or flight’ system that is set up to warn you of danger takes over. Since this response affects the brain by dampening the parts responsible for moderating social behavior and proper planning, trying to ‘think’ your way down from your hostility will probably only result in further frustration and anger.

Enraged

This happens very quickly, before the rational center of the brain has time to consciously think about your anger, and the survival center takes over. You might find yourself enraged for many of the same reasons that sparked your hostility, and reaching this stage may also indicate that your ‘reactive’ brain center is generally more active than your ‘planning’ brain center.

The Annoyed/Frustrated Caller

These are the callers that you should be able to handle. While remaining calm and collective fact find and guide them toward the proper department or explain the correct information. Please offer a callback if someone is unavailable and offer voicemails. These normally can be sent to the proper departments without adding them to the complaint log because other departments handled it.

The Hostile/Enranged Caller

Know that no one is never angry without reason but, do know a person's perception of events can cloud their judgment.

DO NOT let a situation escalate un-necessarily it is ok to say "Hey, this person and me are clearly not connecting.".

TAKE A DEEP BREATH

"I appreciate your time please remain on the line as your connected to a specialist."

DO NOT let any unprofessional/unethical client abuse their privilege in being able to speak with you.

GET A MANAGER INVOLVED! We are here to take over the situation.

When you realize the conversation isn't going to be well:

Stay Calm. ...

Do not let the client set the tone of the conversation remain neutral do not react or acknowledge their negativity focus on the facts.

"I would like to guide you towards a resolution today to clarify to whom do I have the pleasure of speaking with?"

Be kind to the caller. ...

"Sorry to hear you have concerns let me help you get in touch with the right party. Can you give me a brief summary or highlight of your main concern."

Take Detailed Notes & Actively Listen. ...

Always document as many details as possible when handling an escalated caller. Date and times help.

Summarize. ...

"Thank for explaining just to make sure I got everything right..." Provide a brief summary.

Acknowledge what is within you role. ...

"What I can do at this time is try to connect you to the proper party and offer their voicemail if they do not answer. I will also send them a personal message through our internal chat."

Rebuttal to Push Back ...

"I appreciate your time and do not want to be inconsiderate with it. I will be sending a personal callback and I can assure a member of management will be in touch with you."

Submit Callback. ...

"I have sent over your detailed information please allow them time to review details to ensure they assist you with a final resolution.

Weekday:

If you do not hear from someone within the same business day a call will be received no later than the following morning to the date of submission."

Weekend:

Please know as it is the weekend I will do my best to get you a callback within the same business day but the latest you can expect a call is Monday."

Submit a Callback

If you attempted to reach out via chat/call in the middle of helping an escalated or complaint caller and over two minutes has passed we need to advise callback. Your focus is to help clients find vehicles and assist them with initiating their sale experience. Outside of this it is not your scope of support to assist them.

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