Advocate Process - True Blue Case Referral

Topics:

• Advocate work instructions for calls from True Blue
• True Blue Case Referral handling instructions for Advocates
• Advocate work flow for Ferguson True Blue program
• Customer with New Leaf contract

Answer:

Advocate Process:

1. True Blue rep calls 800-222-7820 and describes customer situation.
2. True Blue rep suggests and/or SZG Customer Care rep decides that case requires a Customer Advocate.
3. Customer Care forwards ticket to the Customer Advocate queue, making sure that there is a reference in the ticket to True Blue team involvement.
4. Customer Advocate picks up case and immediately sends an email to [email protected]. The email should indicate that they have been assigned to the case and include their direct contact information for any questions.
5. Customer Advocate reaches out to the customer and works directly with them to resolve issue(s).
6. When the issue is resolved to the customer's satisfaction, close the case. The Customer Advocate sends an email to [email protected] to report that issue is resolved. The email should include a very brief explanation of the resolution and that the case is closed.