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When vendor expectations are not met, the enterprise must take steps to remedy the situation. In this case, there should be a clear line of communication between the enterprise and vendor. Use this template to document the escalation point for each vendor and product/service, which should include:

  • Scenario. Describe the type of problem, such as technical, service related, or billing.
  • Escalation Level. Describe the point at which the complaint should be escalated to the next level
  • Internal Contact. Name the person within the enterprise responsible for initiating vendor contact.
  • Vendor Contact. Give the title and name of the vendor contact.
  • Contact Information. List the contact information of the vendor contact.

When customer-facing client representatives are unable to remedy a dispute, there should be alternative vendor contacts that can be reached to escalate the matter to a higher authority.

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Search Code: 7971
Published: December 16, 2008
Last Revised: June 7, 2012


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