Good morning BOL family,
I am reaching out for a little help, please. While seldom, we do get emails or calls from customers threatening employees. I was wondering if any of you cover this in any of your policies. I am thinking this is something we could include in our Customer Complaints Policy, but perhaps some of you might suggest placing it in a different policy. If so, which policy? Do you make it part of Escalations? Do you have an independent section that covers it? How do you handle these calls and emails? Any input or sample language would be greatly appreciated.
Many thanks!