Shared note

Proactive escalation. The customer has previously requested escalation on the same work order. The customer is raising their voice and using explicit language Dispatch open for 30 days or more: enter into research for sup/escal to callback that include: Contrel email sent but no update notated from contrel or supervisor This is the 3rd or more call on this issue in the past 5 calendar days Multiple calls in past 30 days from member with no resolution offered 4th recall needs to be escalated Backordered parts with no ETA for 21 days or more