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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.