Complaint / Escalation Acknowledgement Script

Used by: CX Executives / Support Staff

Purpose:

To standardize how Cashkr’s CX team acknowledges, logs, and escalates customer complaints or feedback — ensuring professional, calm, and trackable resolution.

🎯 Objective

To:

De-escalate customer frustration politely
Assure accountability and transparency
Route complaints through the correct internal workflow
Maintain customer trust even during difficult interactions

🧩 When This Script Applies

Type	Examples
😠 Customer Complaint	“Your agent behaved badly” / “Pickup was delayed” / “Payment not received”
📩 Escalation Request	“Connect me to your senior / CEO / manager”
⚖️ Service Issue	“Device was picked up but not paid for” / “Price was changed unfairly”
🧾 Feedback	“Support team didn’t help me properly”

🗣️ Script Overview

A. Acknowledge & Stay Calm (First Response)

“I’m really sorry for the inconvenience, [Customer Name].

I completely understand how frustrating this must be.

Let’s get this sorted out — I’ll make sure your concern is properly reviewed.”

“Thank you for bringing this to our attention. We truly appreciate your patience — I’ll ensure this is escalated to the right team immediately.”

B. Identify the Complaint Type (Internal Tagging)

Complaint Category	Examples	Escalation Route
💳 Payment Related	“Payment not received”	Finance → Ops
📦 Pickup / Delay	“Agent didn’t arrive”	Vendor Mgmt → Ops
💬 Behavior / Communication	“Agent was rude”	CX Lead → HR
💰 Price / Quote Dispute	“Price changed suddenly”	Pricing Team
⚙️ App / Technical	“Unable to place order”	Tech Support
🧾 Refund / Return	“Device taken, not refunded”	Ops + Finance

(CX Executive must log complaint under correct tag in CRM or ticket system.)

C. Escalation Acknowledgement Template (Standard Message)

“Hi [Customer Name],

Thank you for sharing your concern. Your complaint has been recorded under Ticket ID: [####].

I’ve escalated this to our [Department Name] team for urgent review.

You’ll receive a detailed update within 24 working hours.

We truly value your patience and assure you this will be handled with priority.”

D. If Customer Asks to “Speak to a Senior”

“I completely understand. I’ll escalate this to my supervisor right away and ensure a callback or update within 24 hours.

Please note, our escalation process ensures your case is reviewed directly by the concerned manager for faster resolution.”

(CX marks ticket as “Escalation – Customer Requested Supervisor.”)

E. When Customer is Angry or Abusive (Tone Control)

“I understand your frustration, and I truly want to help.

May I please request that we continue calmly so I can resolve this for you?”

If abusive language continues:

“I’m here to assist, but I’ll need to pause the chat/call if this continues.

Please allow me to escalate this respectfully to a senior executive.”

(Tag as “High Severity – Behavioural Case.”)

F. After Complaint Logged — Internal Flow

Step	Action	Owner	TAT
1️⃣ Customer shares issue	CX logs ticket	CX Executive	Immediate
2️⃣ Categorize complaint	Assign tag & department	CX Executive	Immediate
3️⃣ Escalate to respective team	Finance / Ops / HR / Pricing	CX Manager	Within 2 hrs
4️⃣ Team reviews case	Verifies details & shares update	Respective Dept	Within 24 hrs
5️⃣ CX updates customer	Sends final resolution or ETA	CX Executive	Within 24–48 hrs

G. Final Resolution Communication (Follow-up)

“Hi [Customer Name],

Your complaint (Ticket ID: [####]) has been reviewed by our [Department] team.

Here’s the outcome:

• [Brief resolution summary]

• [If applicable] Refund processed / Pickup rescheduled / Agent replaced

Thank you for your patience — we’ve ensured corrective action has been taken.”

If still unresolved (pending case):

“Your complaint is still under review by our internal team.

I’ll make sure to follow up and get an update for you by [Next Date/Time].”

H. Escalation Levels (Internal Hierarchy)

Level	Escalated To	When Triggered
L1	CX Manager	Unresolved >24 hrs or High Severity
L2	Ops Manager	Payment, Return, Vendor Behaviour
L3	CEO / Director (Final)	Legal or Public Review Threat Cases

I. Example Ready-to-Use Replies

Chat / WhatsApp (Mild Complaint):

“Hi [Name], thank you for reaching out. I’m really sorry for the trouble caused.

I’ve logged your issue under Ticket ID: [####] and escalated it for priority review. You’ll receive a response within 24 hours.”

Chat / WhatsApp (Escalation Request):

“I completely understand your concern and I’ve escalated this to my senior for a detailed review.

You’ll get a call or message once the case has been personally reviewed.”

Email (High Severity Case):

“Dear [Customer Name],

We regret the inconvenience you’ve faced. Your escalation has been forwarded to our senior operations manager under Ticket ID [####].

The matter is being reviewed urgently, and we’ll update you with a resolution within 24 hours.

Regards,

Cashkr Support Team”

J. Tone & Behaviour Guidelines

✅ Always thank the customer for reporting an issue.

✅ Never argue or justify — acknowledge, then escalate.

✅ Avoid generic replies like “We’re working on it.” Instead, give a clear time or ticket number.

✅ End every interaction with assurance and accountability.

K. CX Notes for CRM Logging

Field	Input Example
Ticket Type	Complaint / Escalation
Sub-Type	Payment / Pickup / Behaviour
Description	“Customer reported agent delay”
Status	Open / Escalated / Resolved
Department Assigned	Ops / Finance / Pricing
TAT	24–48 hrs
Tag	High / Medium / Low Severity

L. Closing Line Examples

✅ “I’ve recorded your complaint and ensured it’s escalated correctly — you’ll be updated shortly.”

✅ “Your feedback helps us improve — thank you for your patience.”

✅ “We take every issue seriously and have already forwarded this to our senior operations team.”

🧾 Quick Summary

Step	Purpose	Response Example
1️⃣ Acknowledge	Show empathy	“I understand your concern.”
2️⃣ Identify	Tag complaint	“This looks like a payment delay.”
3️⃣ Escalate	Send to correct team	“I’ve shared it with Ops.”
4️⃣ Track	Maintain TAT	“Update in 24 hrs.”
5️⃣ Close	Share resolution	“Payment processed / issue fixed.”

💬 Key Phrases for Brand Tone

✅ “We’re genuinely sorry for the experience.”

✅ “I’ll make sure this is looked into on priority.”

✅ “You’ll receive a confirmed update soon.”

✅ “Your feedback means a lot to us.”