Article Type: Internal Reference Audience: Support Agents Visibility: Internal Only
Overview
This article is your quick reference for deciding who handles what. When a ticket goes beyond what you can resolve as a standard agent action, use this matrix to find the right next step.
Escalation Matrix
| Situation | First step | If unresolved |
|---|---|---|
| Angry or frustrated customer | Agent handles — adjust tone, show empathy | Escalate to Team Lead if contact is repeated or situation worsens |
| Legal threat, chargeback threat, ombudsman reference | Consult Team Lead before responding | Team Lead escalates to Head of CX if formal proceedings begin |
| Media or press reference | Escalate to Team Lead immediately | Team Lead escalates to Head of CX |
| Second or third failed delivery | Agent handles with elevated care — consider express resend | Escalate to Team Lead if customer is threatening or demanding compensation beyond resend |
| High-value reclaim (>3,000 SEK / €300 / £250) | Consult Team Lead before committing to resolution | Team Lead approves resolution |
| GDPR request | Escalate to Team Lead | Team Lead coordinates with Head of CX |
| Offensive or inappropriate content | Agent pauses/cancels order — escalate to Team Lead | Team Lead escalates to Head of CX |
| Fraud suspicion | Escalate to Team Lead | Team Lead involves Finance |
| Max cannot resolve — no KB article | Agent handles manually | Flag for new KB article to be created |
| System outage or website issue | Escalate to Team Lead | Agent or Team Lead write in tech-support |
General Rule
When in doubt, always escalate to Team Lead first. Team Lead decides whether to handle it or escalate further.
Never make written promises about compensation or legal positions without Team Lead approval.
How to Escalate
- Add an internal note in Zendesk documenting what the issue is and what you have already done
- Flag the ticket to Team Lead
- If the customer needs an immediate holding reply, send: "Thank you for your message. I'm looking into this personally and will get back to you shortly." — adjusted to the correct tone for the market