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Escalation Triggers & Chain

This page defines the complete Escalation Triggers &and Escalation Chain for Crowned Credit Customer Service. Every CSR must know when to escalate, who to escalate to, and how fast to act. Proper escalation protects the client, the company, and the CSR. When in doubt, escalate. It is always better to involve leadership on something small than to mishandle something significant.

The Escalation Principle

When

Escalation is not a sign of failure - it is a sign of professionalism. The escalation chain exists because certain situations carry legal, financial, or reputational risk that exceeds the authority of a frontline CSR. Knowing the boundaries of your role and escalating appropriately is one of the most important skills in this job.

Immediate Escalation Triggers (Same Response - Do Not Delay)

These situations require escalation within the same response or call. Do not wait. Do not try to handle it alone. Tag Team Lead immediately.

TriggerEscalate ToReason Client threatens chargeback or bank disputeTeam Lead then ManagerFinancial risk plus potential CROA issue Client mentions attorney, lawsuit, or legal actionManager then JethroLegal exposure requiring executive response Client threatens BBB complaint or regulatory filingTeam Lead then ManagerSerious reputation and compliance risk Client is verbally abusive or making threatsTeam Lead immediatelySafety, HR, and liability issue Client reports fraud or unauthorized chargesBilling (Khryzza) plus ManagerFinancial accuracy and legal obligation Client requests a refundTeam Lead then KhryzzaRefund policy review is required before any commitment Duplicate charge confirmedKhryzza (Billing) immediatelyMust be voided and corrected same day Client threatening social media post or public review retaliationTeam Lead then ManagerReputation management and brand protection Client reports someone else used their information to sign upManager plus Jethro immediatelyPotential fraud, legal obligation to investigate

Same-Day Escalation Triggers (Not Emergency But Must Be Handled Today)

TriggerEscalate To Payment extension beyond 7 days requestedKhryzza (Billing Lead) Client asks to change billing plan or pricingKhryzza plus Team Lead Client asks about reactivation after 2 or more monthsKhryzza for invoice setup and new onboarding Client has 3 or more unresolved complaints in a single conversationTeam Lead Client asks technical credit questions beyond CSR knowledgeCredit Case Specialist Dispute result appears to have an error (wrong items listed, wrong amounts)Dispute Team Lead Client has not been responsive for 30 or more daysTeam Lead for re-engagement strategy

Escalation Chain - Who Does What

LevelRoleHandlesContact Method Level 1CSRAll standard requests, scripts, and routine client questionsGHL chat, SMS, phone Level 2Team LeadComplaints, unhappy clients, pre-approval for refunds, serious concernsDiscord DM plus GHL note Level 3Manager or KhryzzaBilling disputes, refunds, payment plan changes, chargebacks, legal threatsWhatsApp group chat plus Discord Level 4Jethro (CEO)Legal threats requiring executive decision, major refunds, media threats, suspected fraudDirect message to Jethro immediately

How to Escalate Immediately-

    Step Clientby threatens a chargeback or dispute with their bank Client uses legal language ("I'm going to sue", "I'm filing a complaint") Client is extremely upset and CSR cannot de-escalate Billing issue beyond CSR authority (refunds, large adjustments) Client reports identity theft or fraud on their account Technical issue in GHL or DisputeFox affecting multiple clients Media threat (social media, BBB complaint)

    Escalation Chain

    Step
    1. CSRStay Level: Handlecalm with scripts.the Logclient. everythingDo not show panic or uncertainty.
    Tell the client: "I want to make sure this is handled at the right level. Let me loop in GHL.[Team Lead / Billing / Manager] right now." TeamSend Lead:the Forclient de-escalation,a policyholding clarification,message approvalif authorityon SMS or email BillingOpen Leadthe team Discord channel and post the escalation with: Client Name, Issue Summary, Urgency Level (Khryzza):Immediate Foror allSame paymentDay), disputes,and refundyour approvals, invoice issuesname Dispute Manager: For credit-specific complaints, dispute outcomes Jethro (Owner): Legal threats, large refunds, extreme situations only

    GHL Documentation Requirements

    For every escalation, addAdd a GHL escalation note with:

    using
      the template below DateSet a GHL follow-up task for 2 hours from now to confirm the escalation was picked up Do not close the conversation until you confirm the escalated team member has acknowledged it

      CSR Holding Scripts During Escalation

      SMS - Holding Message While Escalating

      Hi [Name], I completely understand your concern and timeI ofwant issueto

      Client'smake complaintsure this is handled properly for you. I am looping in theirour words[billing Actionteam / team lead / manager] right now to review your account. They will be in touch with you tookwithin Who[1-2 hours]. Thank you escalatedfor your patience - we take this seriously.

      Phone Script - Holding While Escalating on the Same Call

      I completely understand, [Name], and I want to make sure the right person handles this for you. Can I put you on a brief hold for just 60 seconds while I get our [team lead / billing lead] on the line? I want to make sure you get the best answer right now. [Hold - contact escalation person - return.] Thank you so much for holding. I have [Name] joining us now to help address this directly.

      GHL Escalation Note Template

      ESCALATION - [DATE] [TIME]
      CSR: [Your Name]
      Issue: [Brief description in 1-2 sentences]
      Client Said: [Exact quote if threatening or important to document]
      Action Taken: [What you said and whendid

      Resolutionbefore (onceescalating]
      known)Escalated
      To:

      [Name and Role]
      Urgency: IMMEDIATE or SAME DAY
      Status: PENDING
      Next Step: [What should happen next and by when]

      Response Time SLAs

      Standards by Escalation Level
      ChannelLevelRoleFirst Response SLAResolution Target
      SMSL1 - CSRCustomer Service RepSMS: 15 min / GHL MessageWithinEmail: 2 hrs / Phone: answer or callback in 1 hrStandard issues resolved on same contact
      L2 - Team LeadTeam Lead15 minutes after escalation notification2 to 4 hours from escalation L3 - Manager or BillingKhryzza or Manager30 minutes after escalation notificationSame business day PhoneL4 (missed- call)CEOCallback within 30 minJethroSameAs soon as possibleJudgment call orbased withinon 4 hours EmailWithin 4 hoursWithin 24 hours Escalated issueAcknowledge within 1 hourWithin 48 hourscomplexity

      Never Leave a Client in Silence

      No matter the escalation level, never allow a client to go more than 4 hours without an update during business hours. Even if you do not have a resolution yet, send a check-in message:

      Hi [Name], I just wanted to let you know we are still actively working on your concern and have not forgotten about you. I expect to have an update for you by [specific time]. Thank you for your patience - we appreciate it!

      Results vary based on individual credit profiles and are not guaranteed.

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