Escalations

Customer satisfaction is very important to Champion Windows & Home Exteriors. We strive to take care of each customer by addressing and resolving each issue the best we can.

When dealing with an angry customer, please use the following best practices to provide satisfactory customer service:

· Listen and acknowledge what the customer is saying during every phone call.

· Copy down any important information they are providing regarding the complaint, so they don’t have to repeat it.

· Always apologize! (As a Champion representative, take ownership of the apology.)

· Make sure to get their information: first name, last name, phone #, and address including zip code. (This ensures we have a good contact number along with the right Champion location.)

**When the customer mentions the following items on the phone, please transfer them through National Customer Care accordingly.

· The customer escalates the situation immediately upon answer.

· The customer says this is their third plus time trying to contact their local division or Champion in general.

· The customer mentions reporting Champion to the BBB (Better Business Bureau).

· The customer mentions suing Champion and/or contacting a lawyer.

· The customer mentions writing bad reviews online.

• • In any of these cases, the agent should escalate this call to their CIB supervisor to escalate to the next level. NCC will investigate and handle it accordingly.

  • This is the highest elevation in the company; do not transfer calls to executive team members; do not promise a callback.

  • The manager of this department is Patricia Dume-Ross

  • The supervisor is Kimberly Zahneis.

  • Hours of operation are Monday – Friday 8:00 a.m. – 5:00 p.m.

Escalations

· Call may need to be escalated if customer complaint mentions: Online or BBB reviews, getting ahold of lawyer, attorney, tv station, or CEO. And are not ok with a general email or Xfer.

If you receive a call like this:

o First find the customer in CRM (Confirming their information is correct)

o Then hit the 'Email a link' button at the top of the screen

o In the email that pops up, make sure to turn text into hyperlink, communicate why you escalated the call, and send to your lead.

• Let the customer know you are escalating to your lead to get this solved (being apologetic for their frustration)