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Complaints & Escalations

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Complaints & Escalations

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Complaints & Escalations - Training

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1. Is the following a complaint, escalation, or both: "A consumer calls in and says: “I have been waiting 3 weeks for a technician to replace my battery, that is too long, when are you going to send someone out?""
Complaint Escalation Both Neither
2. An installer sends through a quote that is over the pre-approved rates with descriptions as to why the additional amount is required.​
Complaint Escalation Both Neither
3. A consumer calls in and demands a refund for a battery that was replaced under recall as they no longer feel safe with the product.​
Complaint Escalation Both Neither
4. A consumer calls in requesting an estimated time and date for their battery replacement. After looking up their jobsheet we advise the consumer that the job is waiting for an available technician. The consumer then thanks us and ends the call.​
Complaint Escalation Both Neither
5. If an issue is both a complaint and an escalation, which type of ticket would you create in Odoo?
Complaint Escalation Neither
6. For complaints, we need to ask the consumer: "Do you consent for us to share your details and the details of your issue with the ACCC?" - At what stage would we ask this question?
As soon as we identify the consumer is making a complaint. At some point in the middle of when the complaint is being made. At the very end of the conversation, once all other questions are answered.
7. Where should we record the full details of an escalation or complaint (using the template outlined in the supporting documentation)?
In the log notes of the escalation/complaint ticket. In the description of the escalation/complaint ticket. In the log notes of the consumer's tracing screen.
8. How is the title of an escalation/complaint ticket formatted?
Customer name - Issue Customer name - Serial Numbers - Issue Customer name - Issue - Date
9. Who should the escalation/complaint ticket be assigned to?
Head of Compliance Call Centre Manager Your direct supervisor
10. How should you let the person above know that a new escalation/complaint ticket has been raised and assigned to them?
A brief Teams message A detailed Teams message A brief email A detailed email
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