Escalations Note Templates
Notation is extremely important for the Escalations process. Writing understandable and clear notes is required to help the agents that come behind you know what is happening with the job in order to relay accurate information to the customer.
- Note Templates make it easier for departments to quickly find the information they need.
- It is important to use the Note Template exactly as listed so that everyone can find the information they need.
On Phone Teams Template
On-Phone Escalations Note Template (T1 & T2) | |
Dept/Team | Customer Advocacy – Team |
Caller Name | Caller’s name and the relationship to the contract holder if
not the contract holder. |
Contact Type | Live Transfer / Customer Overflow, Who transferred the call |
Escalation Reason | Why is the caller escalating? |
Details | What is the current status of the job? What is needed at this
point to move forward? |
Action | What are you doing/what did you do to get to the next phase or
to complete this job? |
Closing | Caller’s questions or concerns and understanding of
information provided. |
Example
Add spaces between each section to make it easier to see each section detail.
Dept/Team: Customer Advocacy-Tier 2
Caller Name: Mrs. Peterson, wife of contract holder
Contact Type: Live Transfer, Transferred from Alex Karev
Escalation Reason: Customer following up on heating system. Advised it is still not working.
Details: Reviewed notes. Customer stated that she still does not have heat after the tech has been to the home twice. Customer stated the SP advised her to contact the warranty service and was informed that her job was denied. Customer is now using electric heaters due to the issue and that has caused her bill to be much higher than she is used to. She stated that the unit only fails at night and we would need an sp sent out to the home at night.
Action: Advised that the service job has been denied and I would reach out to the authorizations department for further information regarding the exact reason for denial. Autho Specialist Samantha advised that the reason of denial was due to multiple sp's going to the home and they have all confirmed that there has been no issue found with the unit. Customer has also been advised of our contracted sp's work hours and she would have to locate an sp in her area that would be able to service the home to work after hours.
Closing: Customer inquired if she locates an SP that operates 24 hours would we reimburse her. I advised customer that she could send in her invoice for review but it would not be guaranteed. Customer understood. No further questions. Closed call.
Off Phone Teams Template
Off Phone Escalations Note Template | |
Dept/Team | Customer Advocacy – Team |
Reason for Contact | Service Initiation, Follow Up, General Coverage Inquiry, Item,
Etc. |
Claim History | Job originated on what day? How many repairs along with dates
of repairs? Reason for delays. Why or how this fell off the grid? |
Details | What is needed at this point to move forward? What is the
current status of the job? |
Action | What are you doing/what did you do to get to the next phase or
to complete this job? |
Example
Add spaces between each section to make it easier to see each section detail.
Dept/Team: Customer Advocacy-White Glove
Reason for Contact: Follow up on refrigerator.
Claim History: Job originated July 5, 2023. Joe's Appliance went out 4 times. They replaced the evap fan motor in July, compressor in Sept, no mechanical failure in Dec, and the current diagnosis in Jan is the compressor failed again. Overall spent on 3 repairs is $1235.
Details: Not cost effective to move forward with additional repairs. Job is currently in research to spec replacement.
Action: I called and spoke with Mrs. Smith. OTR the call. Provided the update that we have received the report, we are researching a possible replacement, and that I will follow back up with her once research is complete. Customer understands.
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