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THH - Knowledgebase

Handling Concerns and Escalations

GCC - Summary of Work Flow

Complaint Chat Handling – Quality Assurance

When you receive a complaint chat through Sales IQ or Calls:

  1. Create a complaint ticket on Zoho Desk.
  2. Handle the client professionally.
  3. Politely end the call or end the conversation with the client, but do not close the Sales IQ chat. Inform the client: “The concerned team will contact you shortly.”
  4. Transfer the chat to the Quality Assurance Team without informing the client.
  5. The Quality Assurance Team will review the case and contact the client within 1 hour.

Notes:

1) Below is how to route the concern to the right department:
From  To How to route
 Customer Happiness CoordinatorsCold transfer to queue
 Customer Happiness | Coordinators Business Development Call back ticket if a call| Chat, transfer
 Coordinators Customer Happiness Cold transfer to queue

2- If the concern is related to the back office, it is their full responsibility to take complete ownership of the issue and resolve it in accordance with the established process.

3- If the concern is related to field operations (technical or non-technical), the back office will follow the standard process accordingly. Once the complaint is raised, it becomes the sole responsibility of the Quality Assurance team to fully manage the client interaction and ensure proper resolution from their end.

Once a case has escalated to either a Supervisor or the Quality Assurance (QA) team, they are expected to fully own the customer journey. The issue should not be redirected back to agents or other teams for action or response, as it has already reached a higher level of accountability and must be resolved by the receiving party.

4. Collection and Validation Scenarios:

The Collection Department is responsible for handling normal collection cases where the client has no concerns regarding payment.

  • In normal scenarios, if challenges arise in collecting payment after follow-up with the client, the Collection Team must escalate the matter to their direct manager for further support.

The following scenarios also apply:

A) Concerns Related to Field or Back Office:
  • If a client raises a concern related to fieldwork or back-office operations,
  • The Collection Team must raise a ticket to the Quality Assurance (QA) Team.
  • The QA Team is then responsible for resolution and collection.
B) Concerns After Job Completion & Validation Changes
  • If the job has already been completed, and changes were made post-validation (e.g., upselling or downselling),
  • And the client is withholding payment due to a validation-related issue,
  • The case must be fully owned by the QA Team via ticket until resolution and collection.
C) Cross-Sell / Discount Requests
  • If a client states they have received another quotation (cross-sell) and requests a discount to proceed with both services:
  • The Collection Department must collect payment for the first quotation.
  • The Customer Happiness Team will handle and support the second quotation.
D) Departmental Ownership & Collaboration
  • Each department is responsible for owning its specific part of the process.
  • Departments may request support from others when necessary, ensuring clarity of roles, responsibilities, and accountability.
  • Collaboration should be seen as going the extra mile to support resolution.
E) Collection Follow-Up Responsibility
  • Even when the QA Team is handling resolution and collection via ticket,
  • The Collection Department remains responsible for monitoring and following up on all collection tickets until closure.


5- If there is a any normal AC/WT job done resulting to maintenance job or Mold remediation Job, it will fall under QA assruance team to handle.
6- If there is a wrong inspection resulting to changes on the day of the job, the validation team will handle. An internal finding ticket to be raised against the inspector who did the wrong inspection initially.

7- What are the urgency of each prioirty?
A) High --> Within 4 working hours

B) Medium --> within 1 working day (All non-technical of field)

C) Low --> within 2 working days

UAE Working Hours:
Monday to Friday: 8 AM to 8 PM.
Saturday: 8 AM to 7 PM.
Sunday: 9 AM to 7 PM.

KSA & KW: 
Monday to Friday:
Saturday to Thursday: 
9 AM to 7 PM.
Firday 9 AM to 6 PM.

8- If it is a 1 star review, it depends on the issue. It will follow the same process: BO to own and solve their related issue and quality assurance team will handle field part. Quality assurance will still own deligating where applicable to process for BO and following up on low star reviews even if other departments should handle.

9- How we will track the back office complaints?
From Call Logs via dashboard (This Month) (Last Month)

10- The Business Development team follows the process outlined below when addressing client concerns and handling escalations:

System Notes:

  1. When the Back Office books a revisit through Zcom, they must select "Revisit" as the line item as below:

For UAE: Choose the revisit line item only and put the quantity as 1
Search for the most recent booking that caused the complain or concern and copy the booking ID to be filled in the booking notes
For KSA & KW, choose the line item above
The following Booking notes for a revisit should be there fully:
1-Client’s Special Requests / Concerns: Any specific requests from the client that must be prioritized (e.g., start with kitchen).

2- Client Will Be on Premises? (Yes / No)
3- Person In Charge: Name and contact of the person who will be responsible or available on-site.
4- Area of the issue: The area the customer has concerns in (eg: Master bedroom AC).
5- Description of the issue/concern: Write the full details about the concern the customer is facing (eg: 1- I have a loud noise coming from my AC after the recent visit done on (put the date) 2- The stains are still there on my sofa after the recent visit done on (put the date).
6- Booked By: Name of the person who created the booking.
7- Booking ID: Number of the booking in the system
8- Service Booked by Agent: What did you book? (eg: Inspection, MS. Inspection, SF: 1 Sofa bed Shampoo... etc)

Field Related Notes:

Subject: Field Revisit Process Update
Division: All
Audience: Quality Assurance Team, Inspectors, Supervisors, and whoever is assigned for a revisit

Key Updates:
📝 Important:
1- Backoffice (Call Center, Coordinator, or else) can book directly revisit jobs to inspectors, supervisor, or QA assurance team as per the new update for the complaint process to achieve better customer experience and FCR.
2- The revisit stage that has a digital form inside Zuper, should be filled properly. Avoid filling separate notes only, please. The form should be filled.

Below video for more details:

Updated On 14/10/2025 
Subject: New Cross-Sell Rule

Department: All Departments
Audience: Team Leaders ,Supervisors and Inspectors
The New Rule:
- Team Leaders should only recommend other services if you can perform the inspection yourself.
- If you cannot perform the inspection, please do not recommend it or include it in the Job Completion Report.

Exceptions (For AC & ES Team Leaders / Inspectors)
If you encounter any of the following during a job:
- A maintenance issue that could potentially lead to a client complaint.
- Serious mold that requires immediate attention.
Team Leader must raise a ticket to the Quality Assurance (QA) Team.
The QA team will then contact the client to schedule an MS or MRT inspection using the official link below:
🔗 https://thehealthyhome.me/en/ae/complaints-and-suggestions

Admin Team Related Notes:

1- Revisit jobs outcome (Reports, quotations...etc) will not be sent to clients. Only the revisit report to be communicated via tickets to Quality Assurance Team under "Internal Request Ticket" Layout under the request of "Team Leader Recommended Inspection"
2- Maintenance Jobs that is coming as a result of recommendation post cleaning jobs will not be sent to clients but only communicated via tickets to Quality Assurance Team under "Internal Request Ticket" Layout under the request of "Team Leader Recommended Inspection"

Quality Assurance Notes:
The Quality Assurance Team is responsible for ensuring the following actions are completed: 

  1. A. Identify and locate the revisit job booked by the back office team. 

    B. Edit the title of the booked revisit to follow this format:
    Service Revisit – [Job Title] – Job# [Original Job Number]

    C. Link the revisit job to the original job that triggered the complaint to maintain traceability and accountability. 

  2. Fully own the revisit jobs when it comes to customer handling, booking the jobs with value or no value, following up with clients, discounts related... etc till the customer is satisfied or comes to a final resolution

Emergency Booking

1.1- AC Smell Issue/ Mold After Treatment

* If the issue happened within 2 weeks post treatment, you will raise a complaint direclt only as high prioirty.

* If the issue happened after 2 weeks post treatment, you will book normal inspecton (1-hour slot) and raise a complaint as medium prioirty.


Fill the template HERE and raise the ticket

1.4- AC Not Cooling/Not Working
​(Can be emergency after 7 PM)

* If the issue happened within 1 month post treatment, you will raise a complaint direclt only as high prioirty.

* If the issue happened after 1 month post treatment, you will book Free maintenance job(1.5 hours slot), add a booking note that the job was booked due to a complaint, and raise a complaint as medium priority.


Ask the customer below questions and put it inside the ticket:


Fill the template HERE and raise the ticket


Note for after 7 PM emergency Booking: 
If there was a FULL CLEANING OR MS Service done with us less than 3 days back - Considered as Emergency and to contact Emergency Team if Maintenance Slots are not available If there was a FULL CLEANING OR MS Service done with us more than 3 days back - Not considered as Emergency and can be escalated to Quality Department If any other service was done (Premium or Duct Liner/Coating) - Not considered as Emergency and can be escalated to Quality Department

maintenance

1.2- AC Noise Issue

* If the issue happened within 1 month post treatment, you will raise a complaint direclt only as high prioirty.


* If the issue happened after 1 month post treatment, you will book Free maintenance job (1.5 hours slot),  add a booking note that the job was booked due to a complaint, and raise a complaint as medium priority.


Fill the template HERE and raise the ticket

1.5- AC Access Panel/Paint/Finger prints Issue

Whenever is raised by customer, book Ronnel (prioirty 1 - if not available, a supervisor prioirty + Carpenter Must attend (2 hours slot). Also, raise a complaint with prioirty medium.

Fill the template HERE and raise the ticket

1.3- AC Leak Issue
​(Can be emergency after 7 PM)

* If the issue happened within 1 month post treatment, you will raise a complaint direclt only as high prioirty.


* If the issue happened after 1 month post treatment, you will book Free maintenance job(1.5 hours slot), add a booking note that the job was booked due to a complaint, and raise a complaint as medium priority.


Fill the template HERE and raise the ticket


Note for after 7 PM emergency Booking: 
If minor dripping and Service was done more than 3 days back - Not Emergency and Can be escalated to Quality Department If Major Leakage and Service was done less than 3 days back - Considered as Emergency and to contact Emergency Team if Maintenance Slots are not available

2.1- SF Smell Issue | 2.2 - SF Still Wet | 2.3- SF Stains Not Removed

* If the issue happened within 1 week post treatment, you will book the same team if available as well as the supervisor and raise a complaint as medium prioirty.


* If the issue happened after 1 week post treatment, you will book SF supervisor for inspecton (1-hour duration) and raise a complaint as medium prioirty.


Fill the template HERE and raise the ticket

2.5 - Nano is not efficient: observing liquid or yellowish or stain after nano (High)

Whenever is raised by customer, raise a complaint as High prioirty
Fill the template HERE and raise the ticket

2.4- SF Color Changing After Shampooing

Whenever is raised by customer, raise a complaint as High prioirty
Fill the template HERE and raise the ticket

3.1- WT Water not Clean After Treatment

Advice the client first to open the tap water both cold and hot for 10 mins.
If it solved great, observe within the same day. If not call us back and let us know that this did not work.
If the client didnot do pipeline disinfection it may cause unclear water after cleaning.

* If the issue happened within 1 week post treatment, you will raise a complaint directly only as high prioirty.

* If the issue happened after 1 week post treatment, you will book normal inspecton (1 hour) and raise a complaint as medium prioirty.

Fill the template HERE and raise the ticket

3.3- WT No Water Coming Out/ Low Pressure (Can be emergency after 7 PM)

* If the issue happened within 1 week post treatment, you will raise a complaint direclt only as high prioirty.

* If the issue happened after 1 week post treatment, you will book ES supervisor (1 hour) and raise a complaint as medium prioirty.

Fill the template HERE and raise the ticket

3.2- WT Water Overflow Effecting Water Bill (Can be emergency after 7 PM)

* If the issue happened within 1 week post treatment, you will raise a complaint directly only as high prioirty.


* If the issue happened after 1 week post treatment, you will book ES supervisor (1 hour) and raise a complaint as medium prioirty.


Fill the template HERE and raise the ticket

4.1- DC Service Quality Concern

* If the issue happened within 3 days post treatment, you will raise a complaint direclt only as high prioirty.


* If the issue happened after 3 days post treatment, you will book DC supervisor (1 hour) and raise a complaint as medium prioirty.

5.1- PC Smell Issue: (Post Rodent or Drain Cleaning)

Check if replishment is booked or no first for the rodent booking.

Whenever is raised by customer, book PC supervisor (1.5 hours slot). Also, raise a complaint with prioirty medium.

Fill the template HERE and raise the ticket

5.2- PC Insects Observed After Treatment

* If the issue happened within Warrany/ Contract days post treatment, you will raise a complaint direclt only as Medium prioirty after making sure client used all available solutions as per the process.


Whenever is raised by customer, book normal inspection under Redentor as P1 or Zia (Divisiom Manager) as P2 (1 hour slot). Also, raise a complaint with prioirty medium.


Fill the template HERE and raise the ticket


* If the issue happened after Warranty/ Contract days post treatment, you will handle the client or raise it to supervisor if not able to handle.

General Handling Questions:

1) Did the client wait for the observation period of 14 days?
for GPM monthly warranty or yearly contract, If the client has a replenishment visit, we can still book it as long as it is asked to be booked within the month even if booked after the month. Or Call out visits in case of contracts.


1.1) In case of BB, did the client wait for the eggs hatching cycle of 14 days?

for BB monthly warranty, we should advice the client to stick to the pre-booked replenishment visit and explain the eggs life cycle


2) Is it the same insect or different insect?

If it is different within the warrany, we can still book the replishment and update the booking notes with the new insects. OR Follow the complain process and raise a ticket if within the month or yearly contract.


3) If it is post the contract or the monthly warranty, we will offer another warranty or contract (Preferrafbly a contract since it is a presisting issue.
Ask the supervisor help for special approval in case client missed to book his replinishment


4) Did the client remove any source of infestation instructed by the team?
Clean cabinates, waste and garbage or else?


5) Make sure you consumed any applicable replishments or call out visits in process. You can take permission to book an extra call out if needed after the warranty or contract or book the replinishment if it was not booked within the month after approval from supervisor as normal booking replinishment booking | Call out visit.

Old Update: C-SAT Flow

FAQs

1- What is the form to be filled?

Click Here

2- What is the source file?

Click Here

3- What if client already has a ticket?

Avoid the customer and call the next client.