Manager Request 

Objective: To ensure timely and effective resolution when a customer requests to speak with and/or escalate to a manager, while maintaining clear communication, proper escalation, and accurate documentation.

 

(also referred to as a Call Back, manager Request, Trade Manager, Trade Escalation)

​
 

Weekdays
 

1. Customer needs to speak to a manager/trade manager
 

2. CSR involves Team Lead to ensure issue needs a manager
 

3. If it is, the Team Lead goes directly to the Trade Manager’s number

a. The CSR continues to check in with customer and advise that leadership is attempting to connect with the manager

b. The CSR gathers all information to relay to manager

c. If customer is escalated, the Team Lead takes over call and continues process while de-escalating the customer
 

4. If manager does not answer, the team lead leaves a voicemail AND sends a Teams message with the gathered information and notifying that task was created to the CES group. 
 

5. CSR creates task only to CES task group “FGS-CES.” Not an individual task!

*List the trade group as an involved party on the task
 

6. Call Center responsibility ends
 

7. CES Manager is responsible for monitoring these tasks and CES will return the calls to the customer
 

8. If CES CANNOT resolve by themselves, then another attempt will be made to Trade manager
 

9. If no answer by Trade manager, task is sent to individual Trade Manager
 

10. CES issues follow up email to that location’s General Manager and Trade Manager. Plus, CC: MAP, MKT VP, MKT Chief of Staff with summary of situation
 

11. Trade Manager to respond in email when call back is completed

Weekends
 

1. CSR validates callback is warranted by way of Team Lead

a. The CSR continues to check in with customer and advise that leadership is attempting to connect with the manager

b. The CSR gathers all information to relay to manager

c. If customer is escalated, Team Lead takes over call and continues process while de-escalating the customer.
 

2. Once determined, the Team Lead reaches out to Trade Manager on-call

a. If manager does not answer, CSR leaves voicemail AND sends Teams message with gathered information and notifying that task was created to CES group
 

3. If non-emergency and no answer, task to “FGS-CES” and inform customer they will be contacted next business day
 

4. If EMERGENCY criteria is met, then CSR continues to escalate calls to all managers involved with that location, to include the GM if necessary. Reference the after hours CES process for further guidance.