What type of escalation is THAT?!
Customer needs to expedite, replace, reship, a corrected tracking number, or to transfer their prescription back to hims.
What is a pharmacy escalation?
What you should do if a customer wants an immediate answer to their unanswered Customer Support and medical questions.
What is escalate to Clinical Review sheet & supervisor? (Then answer their Customer Support questions and let them know they will hear back from a doctor shortly.)
You should take this action if a customer makes threats of violence to self or others.
What is immediately escalate to a supervisor without responding to the customer
Customer: When I try to login, I get an error message "Cannot proceed".
This is step one to help them out.
What is basic troubleshooting steps (browser, device, cookies, cache, etc)
What is 1
Customer needs to delete their account, unsubscribe from email email, and/or remove their payment method.
What is a PII Removal escalation?
This action is required when you see these notes in the CX Portal: "no eRX" "confirm DOB" "confirm medications" "pt. is currently on Cialis"
What is resend eRX?
When a customer threatens to leave for a competitor if we don't x, y, and/or z, you should do do this.
What is use all tools at your disposal to take care of them. If you don't have the tools you need, escalate to a supervisor.
Customer: Name is "A. Smith-Jones", age 20, trying to buy Finasteride. The website won't let him checkout.
This is why he can't checkout.
What is he's outside the age range
True or False - When a customer needs to free up their email address to create a new account, you should alter their email address in CX Portal.
What is false -- this should be escalated. If it is time sensitive, let a supervisor know so we can handle the same day!
Customer has changed their mind and no longer wants to complete their medical visit.
What is a Cancel Visit escalation?
This action is required when a customer has questions about side effects.
What is direct them to speak with their doctor in the secure messaging portal? (or add to clinical review doc if they already sent a message to their doctor)
It's best to do this if a customer says "give me a refund or I'll tell everyone you're a scam!"
What is issue a refund graciously (within reason) without engaging in confrontational conversation
You've escalated an issue and it has been a week without an update or resolution. The customer is irate. You should do this.
What is check in with your supervisor to follow-up on the request, and use appeasement tools to neutralize the situation. (match tone, take responsibility, sincerely apologize, coupon if you think it'll make a difference)
True or false - if a customer doesn't need to unsubscribe from email, I don't need to include that information on the PII Removal request.
What is false - we want all the information that is available to you, please!
Customer order has no tracking information and the CX Portal shows that the pharmacy has left a note: "confirm DOB".
What is a Clinical Escalation?
This action is required when the doctor has sent the wrong dosage/prescription.
What is escalate to clinical review document as well as supervisor.
If an upset customer asks thorough and prodding questions regarding anything regulatory or our medical process, you should do this.
What is escalate to a supervisor to review.
You've escalated an issue and it has been a week without an update or resolution. The customer is kind, but you can tell their patience is wearing thin. You should do this.
What is check in with your supervisor to follow-up on the request
True or false - we can remove payment information from a customer's account.
What is false - we do not store the information. Stripe, a third party, gives us access through an encrypted token.
Customer with Complete Hair Kit has a shampoo that exploded. They need a replacement, but no rush.
What is a trick question?
This action is required when the patient claims to have been rejected due to a blood pressure typo.
What is direct patient to discuss with the doctor in the secure messaging portal. (or escalate to clinical review document if they already have and have not heard a response)
When a customer uses abusive language or makes hateful/racist statements, it's best to to do this.
What is seek guidance from a supervisor on how to respond or whether it should be escalated.