6.2 Tutor Doctor SOP Escalations and Cancellations

6.2 Tutor Doctor SOP Escalations and Cancellations

Purpose: 

Outline the process for handling escalations and minimizing cancellations for the franchise.

Overview:                                                                        

Escalations and cancellations and how to handle to optimize client satisfaction are a part of doing business. Handling escalations will require the correct identification of the root cause, so appropriate action can be undertaken and result in a mutual satisfactory conclusion for both the client and franchisee.  Handling escalations well will result in fewer cancellations, less administrative and customer service effort and happy families.

Responsibility Overview:

  • Client Care Specialist Coordinators – Handle escalations and resolution

  • Office Mgr. /Supervisor – Review escalation and cancellation metrics, training of staff to handle


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