Escalate to a supervisor when:
Mandatory Escalations
Credit amount exceeds $100 (supervisor approval required)
Customer requests supervisor (always honor this request)
Legal threats ("I'm calling my lawyer" / "I'll sue")
Dispute involves safety issues (electrical hazards, meter tampering)
Meter test required (supervisor must authorize)
Multiple disputes from same customer (pattern of disputes)
Discretionary Escalations
You've investigated thoroughly but customer still insists bill is wrong
Customer is extremely upset and conversation isn't productive
Billing issue is complex and you need technical assistance
You're uncertain about the correct resolution
Customer disputes your findings and wants "someone else to look at it"
How to escalate:"I want to make sure we're doing everything possible to resolve this for you. Let me bring in my supervisor who can review this with a fresh perspective and see if there's anything else we can do."
Never say:
"There's nothing I can do, you'll have to talk to my supervisor"
"You're being unreasonable, I'm transferring you"
