Escalation Process
Manager Call Backs
You may experience your customer wanting to escalate their complaint, please ensure you speak with the Duty Manager or your Team Leader/Senior.
Please do not send a manager call back if you have not spoken with the Duty Manager, a Team Leader or Senior
Specialist issues
If you experience your customer where they have advised any of the below issues with their products, please email customerfirst@dreams.co.uk, the team will get back to them within 24-48 hours, please include the customers best contact number.
•
Mould
•
Piston issue (If stuck in the upright position or Pistons collapsing)
•
Bed bugs
Personal Injury Claim
1.
DO NOT attempt to resolve the matter yourself.
2. DO NOT admit liability as there are too many unknowns at this stage to speculate on cause. 3. Take a brief outline of the injury and the cause and confirm the customer’s contact details and when they will be available. 4. Email the Escalations team at customercomplaints@dreams.co.uk, with the order number, and the brief details you have taken from the customer. Add “Personal Injury” to the subject header. This in-box is constantly monitored. 5. Make very clear VCS notes confirming the action you have taken, including whether the matter was sent to the Escalations team as a warm transfer or email. 6. Explain to your customer they will receive a call within 24 hours.
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