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Sometimes, when a customer gets really angry or feels like Google Payments has caused them to experience hardship, they are eligible to file a complaint against Google. By the end of this module, you will be able to identify which customers are eligible to file a complaint and how to handle these cases in the proper way
The goal of this Self Study module is to:
Explain the definition of an eligible complaint
Emphasize the importance of complaints handling.
Clarify the difference between a complaint and a dispute.
Present scenarios to show what is and what is not complaint eligible
Cover the workflow for handling an eligible complaint
Workflow for Escalating an Eligible Complaint
Using the Workflow
When issues with privacy concerns, threatening legal activity, or eligible complaint statements arise, you will want to know the workflow.
Important Reminder
The most important part of the workflow: If Google’s customer meets the criteria for filing an eligible complaint, you should escalate to a higher tier if you cannot resolve their issue on the first try. You don’t want to make matters worse or more complicated.
Example: A customer that’s eligible to file a formal complaint calls in about their account being closed. However, after you consult with Risk, the Risk agent keeps the account closed. At this point, you should escalate to a higher tier since you couldn’t resolve it on the first attempt.
Unsure if the case you’re dealing with is a complaint that should be escalated? You can contact Payments Compliance at [email protected].
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