Internal Escalation (Others/Feedback)

Nature of Inquiry	Escalation Type	Action by CS	Side Convo/Internal Note	PIC				TAT (working days)
				DOJO	SNS	ZNV	UF
Others	Gift Box Request	1. CS to leave an internal note to TL. 2. Respond to customer once confirmation is received.	Hi Hani​, Customer insist on receiving a gift box as a one time exception. Customer is a loyal customer. Do let me know if it's possible to provide X gift box for this customer. <Insert Zendesk Link>. Thank you.	Hani: [e-mail] CS: Yourself				1-2 days
	Collaboration/ partnership/sponsorship	1. CS to send a side convo to TL. 2. Respond to customer and solve the ticket.	Email Subject: #Ticket Number Business Proposal Hi Hani, Customer did a business proposal. Kindly have a look. Thank you. <Attach customer email>	Hani: [e-mail] CS: Yourself				1-2 days
	Spam	1. CS to leave an internal note to TL. 2. TL will proceed to delete the ticket.	Hi Hani, This is a possible spam. Could you delete this ticket? Thanks!	Hani: [e-mail] CS: Yourself				-
	Alteration request	1. CS to send a side convo to the retail team (brand specific). 2. Respond to customer once confirmation is received. Officially, alteration is only available for G2 SG, but CS can check for CK. (Not offered for TS/DP)	Hi Team, Name : XXXXX Mobile : XXXXX Email : XXXXX Brand : XXXXX Alteration ID (if any) : Inquiry : Explain customer's request Please let us know once the update. Thank you.	SG CK: [e-mail] FOX: ronkohwingtaiasia.com.sg G2:Group-g2-operations.com.sg DP:[e-mail] TS:[e-mail] MY [e-mail] [e-mail] ALL [e-mail] Hani: [e-mail] CS: Yourself				1-2 days
	Retail price inquiry	1. CS to send a side convo to the retail team (brand specific). 2. Respond to customer once confirmation is received.	Hi Team,  Customer would like to know the retail price of the below product. Name : XXXXX SKU : XXXXX Looking forward to your reply.  Thank you.	SG CK: [e-mail] FOX: ronkohwingtaiasia.com.sg G2:Group-g2-operations.com.sg DP:[e-mail] TS:[e-mail] MY [e-mail] [e-mail] ALL [e-mail] Hani: [e-mail] CS: Yourself				1-2 days
Feedback  (Escalate positive & negative feedback)	Feedback In-Store/Online	1. CS to send a side convo to Retail 2. Respond to customer once confirmation is received.	Email subject: Feedback Instore/Online Hi Team, Explain the Feedback Below are the customer's details: Name : XXXXX Mobile : XXXXX Email : XXXXX Brand : XXXXX Receipt reference (if any) : XXXXX Outlet (if relevant) : XXXXX Inquiry : XXXXX Kindly assist to contact customer and update us (for negative feedback retail team will call customer) Thank you. <Attach customer email>	SG CK: [e-mail] [e-mail] [e-mail] FOX: ronkohwingtaiasia.com.sg G2:Group-g2-operations.com.sg DP:[e-mail] TS:[e-mail] MY [e-mail] [e-mail] ALL [e-mail] Hani: [e-mail] CS: Yourself				1-2 days