Service Escalation Matrix
Any customer/retailer with below listed complaints –
Delay in getting replacement unit/loanerdevice/value added service.
Delay in response/no answer @service center
Any miscommunication to the customer
Pick and drop complaints.
Update on any
unit under repair
Name: Onyinye, Customer executive head, Nigeria.
Email : Onyinye.Onu@ensureservices.com, firstname.lastname@example.org.
Phone numbers: +2348077098610
Address: Ensure Services, 13, Obafemi AwolowoWay,Ikeja, Lagos, Nigeria
Unsatisfactory response after level 1 escalation, Anyglitch in process map, any high value damage, Customercomplaints on front office/customer service agent. Anyunit to be delivered on emergency. Any immediaterequest from Sales team.
Prasanth Aravind – Head engineer and Deliverymanager – Apple services.
Thomas Joseph – Country head, Nigeria
Email : Prasanth.A@ensureservices.com, Thomas.Joseph@ensureservices.com.
Phone numbers: +2348110160701 (Prasanth)
Unsatisfactory response from level 2 escalation. Anylegal case implication. Sudden change in Salesprocess, any change in sell through data, Processchange request from Services, Documentation andreporting change request/data correction. Anycomplaint from retailer on mishandling any AppleWTY/OOW event.