Complaints

Customer Care / Voice Tier 1

Processing a complain, put Customer First Embrace the Say/DO value when you document

Lesson 1 - Identifying a Consumer Complaint complaint is a written or verbal expression of dissatisfaction by a consumer about an Equifax product, service or practice. Complaints may come in through the following channels

CFPB portal, Better Business Bureau, Attorney General, Phone, e-mail, social media, Mail, In person

Dissatisfaction is defined as the state of being unhappy, or the condition of being "displeased", "discontent", "unhappiness", "anger", "disapproval", or lack of satisfaction with an Equifax product, or service

How to recognize a Complaint Representative Process Product Website Company Other

Lesson 2 - Documenting a Complaint in Salesforce Phone agents must log all complaints that are received as Internal Comments in Salesforce

Logging a complaint Go to "Case details" 1, Navigate case details tab 2. Scroll down to Additional Information drop-down menu 3.Select Yes un the Complaint 4. depending on the comllaint 5. Select escalation field if 6. Click save

Unresolve complaints Escalate the case using escalation Management Workflow transfer to a supervisor if the consumer request Transfer to another team