Customer Support
Escalations, RMAs, and customer-facing communications.
Customer Escalation Handling
How to escalate a customer issue that cannot be resolved at the first tier. Ensures the right specialist owns it quickly.
Returns and RMA Processing
Process a Return Merchandise Authorization for customer returns. Includes inspection, restocking, and refund workflow.
First Call Resolution Standard
Target 70% first-call resolution across all inbound channels. This procedure covers scope, required roles, and the recordkeeping needed to stay compliant with Atlas Operations standards.
Chat Handoff to Voice
Offer voice handoff when the customer types 3+ frustration signals or asks to call. This procedure covers scope, required roles, and the recordkeeping needed to stay compliant with Atlas Operations standards.
After-Hours On-Call Rotation
The on-call engineer answers pages within 15 minutes 24/7. This procedure covers scope, required roles, and the recordkeeping needed to stay compliant with Atlas Operations standards.
Refund Approval Thresholds
Reps can approve refunds up to $100. Above requires supervisor sign-off. This procedure covers scope, required roles, and the recordkeeping needed to stay compliant with Atlas Operations standards.
Difficult Customer De-escalation
Follow the LEAP framework: Listen, Empathize, Apologize, Problem-solve. This procedure covers scope, required roles, and the recordkeeping needed to stay compliant with Atlas Operations standards.
Complaint Resolution
Resolve complaints on a consistent timeline. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by IT Service Management.
Escalation Process
Escalate stuck tickets quickly. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Learning & Development.
Refund Requests
Approve refunds within policy. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Customer Experience.
Customer Feedback
Capture the voice of the customer. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by People Operations.
Service Recovery
Recover trust after a service failure. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by IT Service Management.
Case Documentation
Document cases so anyone can pick them up. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Quality Systems.
Follow-Up Standards
Keep customers informed. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Inventory Control.
Priority Cases
Handle high-severity cases quickly. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Operations Excellence.
Chat Etiquette
Provide fast, professional chat support. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Customer Experience.
Voice Etiquette
Provide fast, professional phone support. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Operations Excellence.
Difficult Customer De-escalation (LEAP)
De-escalate difficult conversations. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by IT Service Management.
Refund Approval Thresholds
Govern refund authority. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Quality Systems.
Returns and RMA Processing
Handle returns end-to-end. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Safety & Compliance Council.
VIP Customer Handling
Care for VIP accounts. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by IT Service Management.
Chargeback Response
Defend against chargebacks. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Facilities Ops.
SLA Breach Communication
Manage SLA breaches. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Quality Systems.
Voice of Customer Review
Learn from customers. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Learning & Development.
Case Tagging Standards
Standardize tagging. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by Inventory Control.
Non-English Language Support
Serve customers in their language. This procedure documents scope, roles, decision points, and the recordkeeping required to stay compliant with Atlas Operations standards. Owned by IT Service Management.