With more and more POS software companies pushing customers to help desks where people follow call scripts so as to not deviate off the path and with many software companies not offering personal contact details of management, here at Tower Systems we are proud to have a documented escalation process through which any of our customers can access senior management assistance on any issue.
Here is what we include in all customer communication and have done for many years:
SUPPORT ESCALATION PROCEDURE: Our help desk is always your first port of call. If you are unhappy with progress please escalate to our Customer Service Manager. If you are unhappy with their response please contact our COO, Gavin Williams firstname.lastname@example.org or our CEO: Mark Fletcher 0418 321 338 email@example.com.
Our escalation process is used often – usually not for a complaint but to seek more business operational related assistance that it outside the scope and knowledge of the usual help desk call. We appreciate the opportunity to serve our customers with this assistance.