SVC-06

Escalation Log

Every situation that reached the manager's desk, and whether it belonged there.

every escalationService Manager M11

Escalations

Date	Advisor	Customer / RO	Threshold met?	What was offered	Root cause category	Fed back to (schedule / comeback / parts)?

An escalation at the right threshold is the system working, not the advisor failing. Review this log monthly by category, not just by count.

Closing the customer's problem and closing the loop on why it happened are two different jobs — do both.

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