Customer service workflow for Tallyfy

Handle escalated complaints without dropping the ball

Escalated complaints go sideways when there's no clear path from initial response to resolution. This Tallyfy template guides service teams through listening, investigating, solving, and following up - so frustrated customers become satisfied ones.

8 steps

4 fields

3 automations

Import into Tallyfy Preview steps

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Run this workflow in Tallyfy

Import this template into Tallyfy and launch it when a complaint needs escalation, capturing customer name, contact info, and manager details in the kickoff form

Configure Tallyfy deadlines so the empathy step is due in 2 hours, problem-solving within 24 hours, and customer follow-up scheduled 3 days after resolution

Track each escalation through Tallyfy's 8 steps in real-time so managers can see which complaints need attention and nothing falls through the cracks

Import this template into Tallyfy

Process steps

Listen and Empathize

2 hours from previous step

task

Let the customer explain their problem fully without interrupting. Show genuine concern for their situation. Take notes if needed so they feel heard and understood.

Be Objective

4 hours from previous step

task

Review the facts of the situation without taking sides. Don't make assumptions or jump to conclusions. Ask clarifying questions to understand what actually happened.

Be Helpful

6 hours from previous step

task

Focus on what you can do, not what you can't. Offer concrete options and alternatives. If you need to involve someone else, explain why and how that will help.

Solve the Problem

24 hours from previous step

task

Work with the customer to find a solution that actually fixes their issue. Get agreement before moving forward. If you can't fix it completely, be upfront about what's possible.

Document the Issue

24 hours from previous step

task

Write down exactly what happened, what the customer expected, and what went wrong. This record helps prevent the same problem from happening again. Include dates, times, and any relevant details.

Escalate if Needed

8 hours from previous step

task

Some issues need a manager or specialist to step in. Know when to escalate and who to contact. Brief them on the situation so the customer doesn't have to repeat themselves.

Follow Up with Customer

3 days from previous step

task

After the issue is resolved, check back with the customer. Make sure the solution is working and they are satisfied. A quick follow-up shows you care beyond just closing the ticket.

Review and Improve

5 days from previous step

task

Look at what caused this escalation and how it was handled. Share learnings with the team. If this could happen again, update training materials or processes to prevent it.