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
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 email@example.com and assign the ticket to the Support LuxerOne account.