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Escalation Procedure
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- Re: Escalation Procedure
Escalation Procedure
12-02-2008 11:42 PM
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I did a search for escalation after logging on to the Member Centre and found a reference to the procedure below.
Is there a similar procedure for unresolved Questions (aka tickets) ?
Can someone point me to it and the appropriate emails contacts?
Escalation Procedure - Home Phone Faults
Escalation contacts are made by telephone in the first instance, and email is used for follow-ups. The escalation procedure is as follows:
First Escalation - SMC (Service Management Centre)
Second Escalation - SMC Team Leader
Third Escalation - Duty Repair Manager
Fourth Escalation - Head of Assurance
Fifth Escalation - General Manager of Service Operations
Once BT advise that the fault is resolved the customer will be contacted and asked to confirm this, before the fault is marked as 'closed' in both our customer management system and BTs fault system.
Is there a similar procedure for unresolved Questions (aka tickets) ?
Can someone point me to it and the appropriate emails contacts?
Escalation Procedure - Home Phone Faults
Escalation contacts are made by telephone in the first instance, and email is used for follow-ups. The escalation procedure is as follows:
First Escalation - SMC (Service Management Centre)
Second Escalation - SMC Team Leader
Third Escalation - Duty Repair Manager
Fourth Escalation - Head of Assurance
Fifth Escalation - General Manager of Service Operations
Once BT advise that the fault is resolved the customer will be contacted and asked to confirm this, before the fault is marked as 'closed' in both our customer management system and BTs fault system.
Message 1 of 5
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Re: Escalation Procedure
12-02-2008 11:46 PM
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Quote from: iashton I did a search for escalation after logging on to the Member Centre and found a reference to the procedure below.
Is there a similar procedure for unresolved Questions (aka tickets) ?
Can someone point me to it and the appropriate emails contacts?
Not specifically. That would be our complaints procedure I guess.
Failing that you could always give one of the Comms team a nudge!
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Message 2 of 5
(523 Views)
Not applicable
Re: Escalation Procedure
13-02-2008 7:54 AM
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Hopefully one of the comms team will see this today and get in touch.
Message 3 of 5
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Re: Escalation Procedure
13-02-2008 8:54 AM
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Thanks for the link. Just to clarify ( its is 2008 after all);
In order to escalate a complaint I have to write a letter, go out and buy a stamp and then post it?
Does it have to be hand-written or can I use a word processing machine?
In order to escalate a complaint I have to write a letter, go out and buy a stamp and then post it?
Does it have to be hand-written or can I use a word processing machine?
Message 4 of 5
(523 Views)
Re: Escalation Procedure
13-02-2008 9:36 AM
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Hi there,
I've had a look at your account and think I have found the ticket in question and have replied to it now for you. Please let me know if you have any questions on there still unanswered.
I've had a look at your account and think I have found the ticket in question and have replied to it now for you. Please let me know if you have any questions on there still unanswered.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Message 5 of 5
(523 Views)
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