When escalating a disputed customer complaint to a Service Manager or General Manager, the following steps should be taken:
1. Begin by researching the customer’s complaint. Gather any relevant information that may be useful in understanding the customer’s point of view and the source of their complaint.
2. Based on your research, determine whether the customer’s expectations are realistic and/or if the business may have been at fault.
3. Prepare a memo or letter detailing the customer’s complaint, the conclusions of your research, and any specific action or proposed resolution to the issues raised.
4. Schedule a meeting with the Service Manager or General Manager to discuss the customer’s complaint. Make sure the customer is present if possible.
5. Keep a note of the conversations and actions taken during the meeting, including any grievances that were discussed, what resolution was offered, and what agreements were made.
6. Document any agreements reached in the meeting and ensure that the customer’s expectations are being met.
7. Follow up with the customer to ensure their satisfaction. If the customer’s expectations have not been met, re-escalate the dispute to a higher authority if necessary.