Escalation Procedures

For TeenSafe, there is only one escalation path.

If an issue does not qualify for an escalation, just tell your caller that their issue will be processed in 1-2 business days.

The following scenarios qualify for escalations:

• Your caller is adamant that they get their issue resolved immediately.
• Your caller is threatening legal action.
• Your caller demands a supervisor and you are unable to de-escalate.
• Your caller is a legal official like a lawyer or police and they are asking for information.

Gather as much information as you can regarding the account in question:
The full name of the account holder
The account email address
The account billing city
The best Contact Telephone Number of the caller and their full name.

Assure your caller that you will escalate this call to the front of the queue and that it will be handled as soon as possible. If it s the weekend, you can say that it will be look at during the next business day.

Document and escalate your ticket to Jim.