Customer Service Procedures

Last Updated: 12 Dec 2025 Company: Journey of 18 Miles Website: www.journey18miles.com

1. Service Philosophy & Standards

1.1 Our Commitment

At Journey of 18 Miles, we are committed to:

Providing exceptional, personalized customer service
Responding to all inquiries within 24 business hours
Resolving issues with empathy and efficiency
Maintaining transparency in all communications
Continuously improving our service based on customer feedback

1.2 Service Hours

Standard Support Hours:

Monday - Friday: 8:00 AM - 5:00 PM Botswana Time
Saturday: 9:00 AM - 1:00 PM Botswana Time
Sunday: Closed (Emergency support only)

Emergency Support: Available for critical platform issues affecting multiple users

2. Communication Channels & Response Times

2.1 Primary Contact Methods

Email Support:

General Inquiries: admin@journey18miles.com
Technical Support: support@journey18miles.com
Facilitators Applications: support@journey18miles.com
Response Time: Within 24 business hours

Phone Support:

Primary: +267 7166 3185
Availability: During standard business hours
Voicemail: Available after hours with next-business-day callback

Live Chat:

Available on website during business hours
Response Time: Under 5 minutes during active hours

2.2 Escalation Procedures

Level 1: Frontline Support

Handles: General inquiries, basic technical issues, account questions
Resolution Time: 24-48 hours

Level 2: Technical Specialists

Handles: Complex technical issues, platform bugs, integration problems
Escalation Time: Within 4 hours of Level 1 assessment
Resolution Time: 48-72 hours

Level 3: Management Escalation

Handles: Complaints, refund requests, policy exceptions
Escalation Time: Immediate for urgent matters
Resolution Time: 24 hours for response, 5 days for resolution

3. User-Specific Service Protocols

3.1 Buyer Support Procedures

Common Buyer Issues:

Account setup and preference configuration
Match notification problems
Safe space booking assistance
Seller communication facilitation

Standard Responses:

Account issues: Resolution within 4 hours
Technical problems: Diagnosis within 8 hours
Match concerns: Investigation within 24 hours

3.2 Seller Support Procedures

Seller Onboarding:

Application review: 2-3 business days
Account activation: Within 24 hours of approval
Initial setup assistance: Scheduled call available

Ongoing Seller Support:

Match performance analysis: Weekly reports available
Subscription management: Real-time updates
Payment issues: Resolution within 48 hours

3.3 Facilitator Support Procedures

Facilitator Application Process:

Initial review: 3-5 business days
Facility verification: Scheduled within 7 days
Onboarding completion: 2 weeks from application

Facilitator Relationship Management:

Monthly performance reviews
Dedicated account manager for Enterprise tier
Quarterly business development consultations

4. Issue Resolution Framework

4.1 Problem Classification

Priority 1 - Critical:

Platform completely unavailable
Security breaches
Payment system failures
Response: Immediate, 24/7

Priority 2 - High:

Major feature malfunction
Multiple users affected
Data integrity issues
Response: Within 4 business hours

Priority 3 - Medium:

Individual user technical issues
Feature requests
Account-specific problems
Response: Within 24 business hours

Priority 4 - Low:

General inquiries
Documentation requests
Feedback submissions
Response: Within 48 business hours

4.2 Resolution Timelines

Technical Issues:

Diagnosis: 24 hours
Temporary fix: 48 hours
Permanent solution: 5-10 business days

Billing Issues:

Investigation: 24 hours
Resolution: 3-5 business days
Refund processing: 5-7 business days

Account Management:

Updates: Real-time
Verification: 24-48 hours
Closure requests: 48 hours

5. Quality Assurance & Monitoring

5.1 Service Metrics

Key Performance Indicators:

First response time: <24 hours (95% of cases)
Issue resolution rate: 90% within SLA
Customer satisfaction score: >4.5/5.0
Escalation rate: <5% of total tickets

5.2 Customer Feedback Collection

Methods:

Post-resolution satisfaction surveys
Quarterly customer experience reviews
Platform usability feedback forms
Facilitator performance ratings

Feedback Implementation:

Monthly service procedure reviews
Quarterly policy updates based on trends
Annual comprehensive procedure overhaul

6. Training & Documentation

6.1 Staff Training Requirements

New Hire Training:

Platform knowledge: 2 weeks
Service procedures: 1 week
Escalation protocols: 3 days
Shadowing period: 1 week

Ongoing Training:

Monthly procedure updates
Quarterly technical refreshers
Annual customer service excellence training

6.2 Knowledge Management

Documentation Standards:

All procedures documented and version-controlled
Regular updates based on common issues
Accessible to all support staff
Reviewed quarterly for accuracy

7. Continuous Improvement

7.1 Procedure Evaluation

Monthly Reviews:

Analyze response time trends
Identify common issue patterns
Assess customer satisfaction feedback
Update knowledge base articles

Quarterly Audits:

Comprehensive procedure effectiveness assessment
Staff performance against KPIs
Technology and tool evaluation
Competitive service analysis

7.2 Innovation Initiatives

Service Enhancements:

Implement new communication channels based on demand
Develop self-service options for common issues
Create proactive support monitoring
Build predictive issue resolution systems

8. Emergency Protocols

8.1 Service Interruption

Communication Plan:

Status page updates every 2 hours
Email notifications to affected users
Social media announcements
Direct communication to enterprise clients

Recovery Procedures:

Technical team mobilization within 1 hour
Customer communication within 2 hours
Regular updates until resolution
Post-incident analysis and reporting

9. Contact & Escalation

Immediate Escalation Contacts:

Customer Service Manager: +267 7166 3185
Technical Director: Richard Jenson
Executive Escalation: Tumai Rugara

After-Hours Emergency:

Designated on-call support rotation
Critical issue paging system
Defined emergency response team

Our Promise to You: We are committed to providing service that matches the transformative journey our platform enables. Your success is our success, and we will walk every mile with you.

The Journey of 18 Miles Team