For any system issue this will be the correct Escalation path that you will need to follow: 1.          Log out of the program, Clear cache and cookies and log back into the program. 2.         Restart the computer 3.         Notify working Supervisor – Katie, Tim, Jena of technical issue so they can troubleshoot the issue with you. 4.        Reach out to Louisville in Teams for Additional help 5.          If nothing is resolved Contact Derrick to notify of technical issue.   If you are unable to get in touch with management you can send a ticket to the Program that isn’t working properly. 1.          To send ticket escalation to HelloSpoke - https://hellospoke.com/support/ or call 888-955-5155 2.         To send ticket to Service Titan- Call 855-899-0970 or Send email to support@servicetitan.com Must CC Derrick and Cassandra when sending a ticket to Hellospoke or Service Titan   Supervisors (Jena, Katie, Tim) Contact Juan in Boise IT to help troubleshoot the technical issue in Teams if unable to resolve.

This is an absolute Last resort Option if you are unable to de-escalate the call yourself Abusive Caller Process – If a customer is being verbally abusive with you on the phone and is targeting you this is what you will need to do

1. Politely ask the customer to try and keep the call professional.
2. If no Success Inform the customer that you will be reaching out to a Supervisor and that they will  further assist them.