Escalation Triggers & Chain

Escalation Triggers & Chain

When to Escalate Immediately

• Client 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

1. CSR Level: Handle with scripts. Log everything in GHL.
2. Team Lead: For de-escalation, policy clarification, approval authority
3. Billing Lead (Khryzza): For all payment disputes, refund approvals, invoice issues
4. Dispute Manager: For credit-specific complaints, dispute outcomes
5. Jethro (Owner): Legal threats, large refunds, extreme situations only

GHL Documentation Requirements

For every escalation, add a GHL note with:

• Date and time of issue
• Client's complaint in their words
• Action you took
• Who you escalated to and when
• Resolution (once known)

Response Time SLAs

Channel	First Response	Resolution Target
SMS / GHL Message	Within 2 hours	Same business day
Phone (missed call)	Callback within 30 min	Same call or within 4 hours
Email	Within 4 hours	Within 24 hours
Escalated issue	Acknowledge within 1 hour	Within 48 hours