Around ten years ago we established a structured support escalation process to provide our user community with accessible access points should service down the line not live up to expectations.
If any of our users is unhappy with a Help Desk call for any reason, they can talk with our Customer Service Manager on 03 9524 8000 or firstname.lastname@example.org. This management role is filled by experienced technical people with an ability to navigate complex issues and make decisions to right wrongs.
If our Customer Service Manager does not address any issue satisfactorily, our users can talk directly with our General Manager, Gavin Williams on 03 9524 8017 – this is his direct line. They can also email Gavin on email@example.com.
If Gavin does not address any issue to satisfaction, anyone in our user community can make direct contact with me, I am the owner of Tower Systems and can be reached on 0418 321 338 or by email at firstname.lastname@example.org.
We publish these escalation details on our weekly user email as well as on our monthly print newsletter. A summary is included on the support cards we provide twice each year to our users.
Our escalation process is transparent and accessible because we understand that we are only as good as our last customer service contact.