Title Page
-
Site conducted
-
Conducted on
-
Prepared by
-
Location
Information
-
Date Escalation Received
-
Escalation ID (if available)
-
Market Involved in Escalation
-
Point of Contact for Escalation
-
Customer Information
-
Account Number
-
Account Holder
-
Address
-
Phone Number
-
Customer Since
-
Monthly Recurring Bill
-
Services Used
-
What caused the current escalation
-
What is the customer requesting
-
When was escalation resolved or expected to be resolved (Date/Time)
-
Who validated escalation is completed? List all parties involved
-
What was done exactly to resolve escalation?
-
What is the follow up with the customer to ensure expectations were met?
-
Were any credits issued or due and when are they to be applied? List who applied and when as well as attach screenshot of completed credit as approved by POC.
-
Contractor(s) involved in escalation
-
List history of any interactions at this location for the past 6 months (based on length of escalation issues listed)
-
What other departments were involved in this escalation
-
Root Cause Analysis
-
Issues that caused the escalation (Human Error, Training, Billing, Lack of Follow up, Equipment Issues, etc...)
-
Change implemented to prevent repeat event
-
Other comments
-
Contractor Management
-
Lit Management
