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- Notify the Manager any time we receive a complaint about CSC service or have to communicate with an upset customer. Please e-mail the manager if he or she is not in the office and include the customer name, case number, and what we did to resolve the issue (if we were able to).
- If a customer is still unhappy with the solution we’re able to provide or would like to speak with someone else, please provide the mangers name and contact information. You may tell the customer Dan’s name, office phone number and e-mail address; please refrain from giving anyone the manager’s personal number. (Contact information can be found on the phone sheet).
- If it’s after 5:00pm or on the weekend and a customer insists on talking to a supervisor, inform them you will contact one by email or phone (depending on the urgency). Make sure you get their contact information and the manager will respond.
Need Help or Backup?
If a Rep is dealing with an incident and feels uncomfortable handling the situation, the Rep should immediately contact the Rep Supervisor or a Specialist. It is better to admit the need for assistance than to ignore the incident.
As a last resort the Rep should call Purdue University Police Department by dialing 911.
Abusive or Threatening Customers
If a situation gets out of hand, or should the Rep feel the situation becoming threatening, the Rep should use the phone to call the Rep Supervisor, a Specialist or call Purdue University Police Department (PUPD) by dialing 911. The Rep doesn’t need proof or a supportive reason to call PUPD. Often, informing the customer that PUPD will be called for assistance in restoring order to the office is enough to inspire the customer to settle down or leave. This is a judgment call. If a Rep thinks telling an abusive customer PUPD will be called will provoke the customer further, the Rep should take alternative action as unobtrusively as possible.
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