Overview
PP1 is required to handle and de-escalate Supervisor and Complaints calls to the best of their ability. When a customer wants to file a Complaint because they do not agree with our process(es), PP1 will advise caller on how to do so with no need to transfer.

Prerequisites
- PP1 - Check Money Order Status  procedure
- Check PP1 procedures

Process and Procedures
- De-escalating Supervisor Calls
- Complaints

De-escalating Supervisor Call Process

Important: Always use a calm and non-confrontational tone while establishing a cooperative communication with the customer. 
Never offer a supervisor to a customer. This is considered call avoidance.
Never escalate supervisor calls without completing the below.

1

Identify and/or understand the reason why the customer wants to speak to a supervisor and ask questions to clarify the situation.

"I understand you are frustrated, but can you please explain the reason you would like to speak to a supervisor?"

2

Listen to caller without interruption.

3

Sincerely empathize with caller.

"I do sympathize with your situation"

"I am sorry to hear that"

"I do understand your frustration"

4

Repeat / re-explain previous information (process) provided.

Explain the reason for the process, fee, time frame, etc.

As needed, utilize correct PP1 - Scripts

5

Only escalate call to your shift supervisor when customer continues to insist on speaking with a supervisor and after you have followed steps 1 - 4 above.

Provide all call details to your shift supervisor.
6	Open and close case accordingly. Refer to Opening Consumer Support Case.

Complaints Process
Important: You should only follow the below when a customer states they want to file a complaint, you should never proactively advise them to do so.

1

Use all of your resources and abilities to diffuse the situation and avoid the complaint

2

If the caller is not satisfied and wants to proceed with the complaint, refer caller to MGO:
- Go to moneygram.com
- Click on Help (top of page)
- Click on Contact button

3

Open and close Salesforce case accordingly. Refer to Opening Consumer Support Case.
Note: Do not open a Complaints case.