Escalation

Overview

This process explains how to deal with an Escalation, when a Customer is unhappy with our resolution and requests that we go further. You may also be passed a task by a Director if a Customer has contacted them directly.

Always identify the order type before starting the investigation.

1. Initial Checks When You Open the Ticket (for all order types)

• Verify Data Protection - confirm you can discuss order details with the customer.
• Check SCV (Single Customer View)
  • Customer complaint summary
  • Any relevant customer history

2. Director and Escalations

• There are occasions when a customer will contact a Director directly if they are unhappy with the way their original complaint has been handled and/or resolved. They are sent to you from a Team Leader to action.
  1. Once you have received a request to deal with this escalation, it must take priority over any tasks you are dealing with
  2. You must ensure that you have fully investigated the reason for the original complaint, checking that we have not made any errors whilst handling the complaint or the resolution
  3. Should you need to contact our florist for any information then please phone them rather than sending an ORM (Order Related Message), to ensure the complaint is dealt with swiftly
  4. Once you are happy that you understand the complaint, you will need to decide on the action you need to take
  5. When dealing with an escalation of any kind, you may need to go over and above our normal resolution guide
  6. Some options available to you are:
     • issue a full refund
     • send an apology bouquet to the recipient
     • occasionally you may need to also send an apology bouquet to our customer
     • free Gold/Platinum delivery pass
  7. Once you have decided on a resolution, please phone our customer to discuss this with them and confirm the course of action you are going to take. (Always phone before sending an email)
  8. Make sure that you have addressed all the issues our customer has raised, from the original complaint and the escalation
  9. Should you need to send an email to our customer, please ensure that it does not look as though it is a pre-prepared template
  10. Make sure that you keep the relevant Director up to date with what is happening and the outcome of the escalation

3. Funeral

• Should you receive an escalation relating to a Funeral order, this will need to be dealt with sympathetically and as quickly as possible
  • Follow steps 3-6 as above
  • When dealing with a funeral escalation, there are a few extra resolutions we can offer to our customer including a full refund, sympathy flowers to the family of the deceased or a donation to a charity of their choice
  • Occasionally, you may need to send an apology bouquet to our customer
  • Once you have decided on a resolution, follow steps 8-10 as above

If you are unsure at any time, please ask your Team Leader.