What should an agent do when a client asks to speak with the Legal or Accounts team?
⚡Quick answer -
- First, consult the relevant FAQ and try to resolve the client’s query yourself.
- If the client is still unsatisfied, ask them to email their concern; the Legal/Accounts team will evaluate it and reply within 24 hours.
- Only email is allowed—phone calls with the Legal/Accounts team are not permitted.
When should I use this guide?
Use these steps any time a client requests direct interaction with the Legal or Accounts team.
Overview
If a client has queries related to the working of the Legal or Accounts team, the agent must follow the steps below:
Step-by-step process:
- The agent must first refer to the available FAQ and attempt to resolve the client’s query independently without escalating further
- If the client’s concerns remain unresolved even after referring to the FAQ and they still wish to interact with the Legal/Accounts team, the agent must request the client to share their concern via email.”
- The query will be evaluated by the team.
- A resolution will be provided within 24 hours of receiving the email.
Communication protocol
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