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Support Process: Escalating to a Team Lead or Supervisor

Carla Reed
on 2/7/19, 12:48 PM 16 views

Escalating to a Team Lead or Supervisor

What should be escalated to a Team Lead or Supervisor?

  • The Caller refuses to accept the provided resolution more than 2 times

  • The caller has requested a supervisor, and you could not de-escalate

  • The caller is being verbally abusive

  • Unable to determine the next steps to resolve ticket within a timely manner

  • Unable to determine how to reply

  • Unable to make contact with Property after 2 attempts

  • Greater than 8 total email correspondences

  • The caller has threatened a lawsuit

  • Recurring issues - 3rd attempt to resolve the same issue

  • Negative system feedback - Unknown recipient

Escalation Process:  
Using the "Supervisor escalation" comment template, please gather the information below and post a comment on your escalated ticket. Once you have added these comments to your ticket, simply raise your "Assistant Support" flag.

Description of issue:
Description of steps taken:
Description of resolution offered:
Preferred contact method:
Ticket history numbers: (If applicable)

  • If this is a recurring issue, please include ticket numbers of previous interactions

What if a supervisor or team lead is not available?
Once your comments have been added to the ticket, simply forward the ticket to rssupes@luxerone.com and assign the ticket to the Support LuxerOne account.

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Asked: 2/7/19, 12:48 PM
Seen: 16 times
Last updated: 2/7/19, 12:52 PM