Elasticsearch AgentCore Gateway integration

03-integrations/vector-stores/elasticsearch/policies/customer_support_policies.txt

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+CUSTOMER SUPPORT POLICIES AND PROCEDURES
+=======================================
+
+1. GENERAL CUSTOMER SERVICE PRINCIPLES
+=====================================
+
+1.1 Customer First Approach
+- Always prioritize customer satisfaction and experience
+- Treat every customer with respect, empathy, and professionalism
+- Listen actively to understand customer needs and concerns
+- Take ownership of issues and follow through to resolution
+
+1.2 Response Time Standards
+- Phone calls: Answer within 3 rings or 20 seconds
+- Email inquiries: Respond within 2 hours during business hours
+- Live chat: Initial response within 30 seconds
+- Social media: Respond within 1 hour during business hours
+- Escalated issues: Acknowledge within 15 minutes
+
+1.3 Communication Guidelines
+- Use clear, simple language avoiding technical jargon
+- Maintain a friendly, helpful, and professional tone
+- Provide accurate information or clearly state when you need to research
+- Always confirm customer understanding before ending interactions
+- Document all interactions in the customer management system
+
+2. WARRANTY AND RETURNS POLICY
+=============================
+
+2.1 Warranty Coverage
+- Standard warranty: 1 year from purchase date
+- Extended warranty: Available for purchase, extends coverage up to 3 years
+- Premium warranty: Includes accidental damage protection
+- Warranty covers manufacturing defects and hardware failures
+- Software issues covered for first 90 days
+
+2.2 Warranty Claim Process
+- Verify purchase date and warranty status in system
+- Collect detailed description of the issue
+- Attempt troubleshooting steps before approving replacement
+- For valid claims, provide prepaid shipping label
+- Process replacement within 3-5 business days of receiving defective item
+
+2.3 Return Policy
+- 30-day return window from purchase date
+- Items must be in original condition with all accessories
+- Restocking fee: 15% for opened electronics, waived for defective items
+- Refund processed within 5-7 business days after inspection
+- Customer pays return shipping unless item is defective
+
+3. ESCALATION PROCEDURES
+=======================
+
+3.1 When to Escalate
+- Customer requests to speak with supervisor
+- Warranty claim exceeds $500 in value
+- Customer threatens legal action
+- Complaint involves safety concerns
+- Unable to resolve issue within 48 hours
+- Customer expresses extreme dissatisfaction
+
+3.2 Escalation Levels
+- Level 1: Senior Support Agent
+- Level 2: Team Lead/Supervisor
+- Level 3: Customer Service Manager
+- Level 4: Director of Customer Experience
+
+3.3 Escalation Process
+- Provide complete case summary to escalation contact
+- Include all previous communication history
+- Document reason for escalation
+- Follow up within 24 hours to ensure progress
+- Keep customer informed of escalation status
+
+4. CUSTOMER DATA AND PRIVACY
+===========================
+
+4.1 Data Protection
+- Never share customer information with unauthorized parties
+- Verify customer identity before discussing account details
+- Use secure channels for sharing sensitive information
+- Follow GDPR and other applicable privacy regulations
+- Report any suspected data breaches immediately
+
+4.2 Account Verification
+- Verify identity using email address, phone number, or account PIN
+- For high-value accounts, use two-factor authentication
+- Document verification method used in case notes
+- If unable to verify, escalate to supervisor
+
+5. COMPLAINT HANDLING
+====================
+
+5.1 Complaint Resolution Process
+- Acknowledge the complaint and apologize for the inconvenience
+- Gather all relevant details and document thoroughly
+- Investigate the issue using all available resources
+- Provide solution or explanation within committed timeframe
+- Follow up to ensure customer satisfaction
+
+5.2 Compensation Guidelines
+- Service failures: Offer sincere apology and service credit
+- Product defects: Full refund or replacement at customer's choice
+- Shipping delays: Offer expedited shipping or partial refund
+- Multiple issues: Consider goodwill gesture or account credit
+- All compensation over $100 requires supervisor approval
+
+6. PRODUCT KNOWLEDGE REQUIREMENTS
+================================
+
+6.1 Technical Competency
+- Maintain current knowledge of all product lines
+- Complete monthly product training sessions
+- Stay updated on common issues and solutions
+- Understand warranty terms for each product category
+- Know troubleshooting procedures for major products
+
+6.2 System Knowledge
+- Proficient in customer management system
+- Understand warranty lookup and claim processes
+- Know how to process returns and exchanges
+- Familiar with inventory and shipping systems
+- Able to generate customer reports and summaries
+
+7. QUALITY ASSURANCE
+===================
+
+7.1 Performance Metrics
+- Customer satisfaction score: Target 90% or higher
+- First call resolution rate: Target 80% or higher
+- Average handling time: Product-specific targets
+- Escalation rate: Less than 5% of total interactions
+- Policy compliance: 100% adherence required
+
+7.2 Monitoring and Feedback
+- Regular call monitoring and coaching sessions
+- Monthly one-on-one performance reviews
+- Customer feedback surveys for service quality
+- Peer review and knowledge sharing sessions
+- Continuous improvement initiatives
+
+8. EMERGENCY PROCEDURES
+======================
+
+8.1 Safety Issues
+- Immediately escalate any safety-related concerns
+- Document all details of safety incidents
+- Provide clear safety instructions to customers
+- Follow up to ensure customer safety
+- Report to product safety team within 1 hour
+
+8.2 System Outages
+- Follow backup procedures for system failures
+- Keep customers informed of service disruptions
+- Use alternative communication methods when necessary
+- Prioritize urgent issues during limited service
+- Document all outage-related customer interactions
+
+POLICY COMPLIANCE
+================
+All customer support staff must familiarize themselves with these policies and follow them consistently. Violations may result in corrective action up to and including termination. This policy is effective immediately and supersedes all previous versions.
+