Handling Escalation and Manager/Supervisor Requests

This procedure outlines the correct response when a customer is dissatisfied with the resolution provided and explicitly requests to speak with a manager or supervisor.

1. Acknowledge and De-escalate

• Listen actively and empathetically acknowledge the customer's frustration regarding the current resolution.

• Clearly state that direct callbacks from a manager or supervisor are not offered as part of our support process.

2. Deliver the Standard Escalation Response

• Immediately send the following pre-approved text template to the customer. This directs them to the official email channel for senior review:

"We sincerely apologize for any frustration you've experienced. For further assistance, please feel free to reach out to us directly at support@gozed.ae, and we will be happy to address your concerns in more detail."

3. Conclude the Interaction

• Inform the customer that their issue has been escalated to the appropriate team via the provided email channel.

• Thank the customer for their understanding.

❗ Important Note: Do not attempt to promise or schedule a callback from a senior team member, as this violates the company policy. The email address is the designated channel for all formal escalations.