The CSD Tiers are based on Urgency, therefore assigning correctly will be vital:
TIER 1: Low Urgency Queries (respond within 2hrs – resolved by COB)
- Billing / Accounts
- IT / Portal Support
- Lead time Request
- CV Submissions
- Sales Leads
TIER 2: Medium Urgency Queries (respond within 1hrs – resolve within 3hrs)
- Bookings
- POD Requests
- Red Tag / Returns
- Sanitisation Requests
- Telephone Messages
TIER 3: Urgent/High Urgency Queries (respond within 30min-1hr – resolve within 2hrs)
- Deliveries
- Claims / Damages
- None (assigning group)