In the event a customer is not satisfied with your answer or you are unable to give them what they are demanding it may be necessary to escalate. This will be the policy for doing so.
1) Attempt to answer any questions the customer has and do what you can to help their issue. Do not be combative and if you do not know the answer to a question simply state “That is a good question, I don't know the answer but I can get you someone who might know.” Let them know you will contact a manager and get them an ETA.
2) Contact Someone over Slack, give them a quick run down of the situation and CONFIRM with them that they will be able to make the callback in the time given to the customer.
3) Let the customer know you will escalate this and make it a priority. Give them an ETA when a manager will contact them back.
4) The manager will contact them back within the given time frame. Our goal is 15-30 minutes. This might not always be 100% possible so we will have to make this a priority as a company.
5) Once it is in the managers hands we will make every attempt to resolve the issue as needed.