Customer Service Escalation & SLA Playbook
Clear response standards, dispute escalation protocols, refund approval trees, and customer recovery scripts for support teams.
What's Included in This Resource
1. Tiered Response Time SLAs
Maximum allowable response windows for general product inquiries (<5 mins), order status updates (<10 mins), and delivery escalations (<15 mins).
2. Refund & Replacement Decision Tree
A step-by-step flowchart guiding support reps on when to issue instant replacements, store credits, or direct bank refunds.
3. De-escalation Scripts & Phrases
Tested empathetic language templates for handling upset customers, delayed dispatch riders, and bank debit errors.
4. Incident Logging & Weekly Review
Template for recording recurring customer complaints to feed insights directly into product and logistics improvements.
How to Use in Your Business
1. Download the template file to your local computer or Google Drive.
2. Customize the placeholders with your business name, staff roles, and pricing rules.
3. Conduct a 20-minute training walkthrough with your team to review the workflow standards.