DEJOIY | Make every handoff easier to own.
Updated: 29 September 2026

A working checklist for clear escalation, useful knowledge and accountable follow-through.

CAPTURE THE PROBLEM ONCE
- Record the customer issue, the actions already taken and the outcome needed.
- Use the approved case system so the next owner can find the history.
- Keep unnecessary personal details out of escalation summaries.

NAME THE NEXT OWNER
- Identify the team responsible for the next action.
- Define when frontline support can resolve a case and when approval is required.
- Agree the communication channel and response expectations with the receiving team.

KEEP THE CUSTOMER INFORMED
- Explain what will happen next in plain language.
- Use realistic updates based on the team’s actual response commitments.
- Avoid marking a case resolved until the required action and confirmation are complete.

IMPROVE THE SOURCE OF TRUTH
- Give each knowledge article an owner and last-reviewed date.
- Include examples, exception paths and the approval boundary.
- Use repeat contacts and reviewer feedback to identify unclear instructions.

General planning guidance. Scope and response commitments are agreed with the DEJOIY team.
https://business.dejoiy.com/help