Some interactions will need to be escalated to leadership. However, as a frontline professional it is your responsibility to try to de-escalate upset members before reaching out for assistance. We should never hang up or leave a member on hold without returning.
Examples of when to escalate:
- Member using foul language – after you have asked them to stop.
- Argumentative, not listening or talking over you.
- Condescending comments to you or about WorldVia Travel Network.
- Disrespectful comments to you.
- Members threatening to leave our network.
- Anytime you are not able to meet the needs of a member and you have exhausted all reasonable attempts.
If any of the above actions occur or you feel uncomfortable about a call, please contact your immediate manager. If your immediate manager is not available, let the member know your manager will contact them within the next 24 hours.
Contact your manager and explain what is going on. Provide the ticket number for tracking purposes, and add notes of when your manager was notified.
Manager – contact member within 24 hours to understand what happened/or provide a resolution.