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Escalation Procedure

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iashton
Grafter
Posts: 62
Registered: ‎30-07-2007

Escalation Procedure

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.
4 REPLIES
Community Gaffer
Community Gaffer
Posts: 13,550
Thanks: 1,243
Fixes: 102
Registered: ‎04-04-2007

Re: Escalation Procedure

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! Wink

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Not applicable

Re: Escalation Procedure

Hopefully one of the comms team will see this today and get in touch.
iashton
Grafter
Posts: 62
Registered: ‎30-07-2007

Re: Escalation Procedure

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?

Community Gaffer
Community Gaffer
Posts: 17,674
Thanks: 661
Fixes: 165
Registered: ‎05-04-2007

Re: Escalation Procedure

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.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff