Always take notes on phone calls, and tie the call back to the customer in our system wherever possible.
Entering notes on each phone call with a customer before saving the ticket will help ensure an easy reference in the future, should we need to revisit that call. Similarly, wherever possible, phone call tickets should be tied to the user who called, at least with their name but also with their email address where available. (For example, if a booking number is provided on a call, we have both of these pieces of information.)
Always summarize chats that you need to hand off to someone else to handle.
Rather than just forwarding or re-assigning a chat to someone else, take a moment to summarize the conversation via private note. When a rep needs to pass a chat to someone else, they just forward or reassign. Make it as easy as possible for the person picking up the chat to understand rather than have to muddle their way through a prior back and forth.
Escalations
It is your responsibility to ensure that an escalated ticket is seen and handled by your supervisor. Escalated tickets should be put to Pending until you receive a follow-up note from your supervisor that it has been handled, and then you can close it out.
Note that you always need to respond to the customer.
You don’t always know exactly when your supervisor will handle a ticket (you can estimate within one business day), but we want to ensure our riders are getting a response as quickly as possible. Let them know we’re on it — whether you’re sending the bad experience canned response or telling them we are sending their refund check, for example — just don’t escalate to your supervisor without also acknowledging the customer.