Page 102 - Sales and Operations Handbook for Managers.pdf

Sales Agent DSM RSM

1. Customer
complaints made in
person should be
documented and
take down customer
information.
Include a note in
Ipro regarding the
situation.

2. Try and deescalate
the situation by
understanding the
customer's complaint
and resolve the
complaint with the
agent's authority.

4. DSM must contact the
3. If the customer is still unsatisfied customer
not satisfied, then reach immediately and do
out to the DSM to assist everything within
in the matter. authority to resolve the
customer complaint.

5. If still unable to 6. Get involved
resolve the issue, then immediately when the
reach out to RSM to help complaint remains
assist in the matter. unresolved by the Sales
Agent and DSM.