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If you receive an email or call from a customer on-trip (this included any time from departing their home to returning to their home) please follow the below process:
Acknowledge the customer's issue (either over the phone or by email - whichever way they have reached out).
If they are currently on tour please open their booking in Hubspot and complete the "On-tour notation and checklist" playbook.
This checklist will take you through a series of questions to clarify the customer's situation, and qualify the severity of the issue.
You will need to decide which of the below colours the issue aligns with. There is a link within the playbook to the full incident matrix which details examples of issues to help you correctly identify the correct colour. View incident matrix here. Within this document you will find steps in the "response required" section on how to action. You will follow the same steps as "CS MNL".
You can adapt the On Tour - Incident Customer Check-in template in Hubspot as a guide if you are unsure how to respond to the customer.
Please ensure to raise awareness to Tailormade Supervisor (Liz) of any on-trip issues.
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