Guidelines
Guidelines
How we communicate, escalate and close tickets
Communication
Tone and style
Professional but approachableClear and conciseEmpathetic
- Professional but approachable — We are friendly without becoming informal
- Clear and concise — No jargon unless the customer uses it themselves
- Empathetic — We acknowledge frustration or discomfort before solving
Response times
| Priority | First response | Resolution |
|---|---|---|
| Critical | Within 1 hour | Within 4 hours |
| High | Within 4 hours | Within 24 hours |
| Normal | Within 24 hours | Within 72 hours |
| Low | Within 72 hours | Within 1 week |
Language
- Dutch — Default language for all communication
- English — When the customer contacts us in English
- Formal "you"— Unless the customer uses informal "you"
Escalation
When to escalate?
- The customer explicitly asks for a manager or specialist
- The problem falls outside our expertise
- The customer is dissatisfied with the solution offered
- There is a legal or compliance-related issue
Escalation process
Steps
1. Document — Note what was tried and why escalation is needed
2. Inform the customer — Explain that the ticket will be forwarded and what they can expect
3. Forward — Use the correct escalation channel with all relevant context
4. Follow up — Check that the ticket has been picked up
Closing
When to close a ticket?
- The problem is resolved and the customer confirms this
- The customer does not respond after 3 follow-ups (with a clear deadline)
- The request was rejected with justification and the customer has been informed
Closing messages
- Confirm the solution — What was done?
- Ask for feedback— "Can you confirm that this is resolved?"
- Offer next steps— "Feel free to contact us again if you have any further questions"