Description 

This process should be followed when the customer has escalated 

Instructions 

Place your customer on hold and contact a supervisor through teams to have the call transferred if available.  

Details 

• Set a timer on your phone/computer for 3 minutes once you are done reaching out via teams.  

• Check in with your customer every 2 mins of holding time, let them know you are waiting to be connected to a supervisor  

• Once your hold time has exceeded 3 minutes 

• Kindly advise your customer there is no supervisor currently available but they will receive a callback within 24 hours.  

• Send an e-mail to your Supervisor and cc SM-EP SUPERVISORS (epsupervisors@fbbrands.com) 

• Please use the following format for your email: 

• Subject Line- Sup Callback Request  

• (Brand) (WW, S4A, KS, etc.) 

• Customer First Name, Last Name, and Zip Code 

• Valid Phone number to contact the customer back  

• A short description of the customer's concern