Immediate Escalation to Therabody LeadershipUpdated a year ago

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 the case. These escalations are of utmost importance and should be handled promptly and effectively to mitigate risks such as litigation or FDA issues. Non-compliance with the outlined processes will result in immediate disciplinary actions.

All incoming Critical and Moderate Cases must be escalated IMMEDIATELY to the Therabody Internal Team via Internal Notes using the Internal Note: Critical/Moderate Escalation Request. These case types are outlined in the Cases Requiring Escalation Article.

DO NOT ENGAGE WITH THE CUSTOMER, DO NOT DISPOSITION OR CHANGE THE CASE STATUS.

(This includes live channels including phone and chat. Should these issue types be mentioned during these interactions, agents should immediately notify their Team Lead).

Once you have escalated the ticket, change the ownership to Robert Castaneda.

Important to Note

For Agents: After following the steps above, you must notify your Team Lead if the case is Critical or Moderate as shown in the Escalation Priority Chart found here.

For Team Leads: Once you have been notified by an agent of a Critical or Moderate case escalation, please alert the Therabody Internal Team via Teams immediately.

Important Note

When handling a complaint, it is crucial to refrain from the following actions:

Admitting Fault or Blaming: Avoid admitting fault or assigning blame, as this may imply that the complaint represents a known issue with our products or services.

Promising Compensation: Refrain from making promises or representations that Therabody will provide compensation, whether monetary or otherwise, as this could lead to unrealistic expectations or legal implications.