Welcome to Escalating Complaints and Red Flags: operations professionals must recognize customer concerns and potential warning signs, then route them through the firm’s escalation process.
Exam Weight: 2 of 15 in Function 2 (4% of exam)
What You'll Learn
In this unit, you'll cover:
- Recognizing complaints: How to identify a customer concern, including a complaint made in writing
- Recognizing potential red flags: How to identify an indicator that may require escalation, including an identification-verification concern
- Methods of escalation: How a firm routes a recognized complaint, a potential red flag, or both, for appropriate reporting
Why This Matters
An operations professional may be the first person to encounter a customer concern or a warning sign. Correct recognition → prompt escalation → the firm can apply its records and reporting processes to the right issue.
The exam distinguishes a complaint from a potential red flag. They can arise separately or together, so the escalation process must accommodate either category.
Let's start by identifying what counts as a customer complaint.