Managing Customer Injury and Complaint Claim Escalations

Immediate Escalation to Therabody Leadership

Summary. Certain cases, marked by specific language used by customers, require immediate escalation to our Customer Service Management and Compliance Department. These teams determine whether they or a Customer Service Representative should address t

Escalation Priority Chart

Advice/Visibility Escalations

Advice/Visibility Escalations: In some instances, the reason for escalating a case may be unclear. In such cases, before proceeding with the process outlined in this article, reach out to your Team Lead or Member of Leadership to determine if escalat

Compliance Escalation Process (Therabody Team Only)

The following steps are to be taken by THERABODY INTERNAL AGENTS ONLY Once escalated, the Assigned CSR must take the following steps:. Step 1: Gather basic information about the complaint or injury, including customer details, nature of the issue, an

Cases Requiring Escalation (Breakdown w/ Examples)

These cases must be escalated immediately after noticing any mention of the following. Injury Cases. Serious Product Defect. ** Note: These are only examples, there may be additional reasons, if unsure, please be sure to ask for clarity.  It’s okay t

Cases That DO NOT Require Escalation

The following scenarios do not constitute an Injury or Complaint case. If encountered, please reach out to your Team Lead or Member of Leadership. These cases require thorough review. DO NOT DISPOSITION THESE CASES AS LEGAL/INJURY. General Product Co