The Definitive Guide to Escalation Management

It is the work of business owners to care about their customers. It can be a bad practice when customers believe businesses do not care about them anymore. Businesses such as Vienna Tow Truck strive to ensure they meet all customer demands and everyone is happy. Keeping your customers happy and offering them the best experience is key to building and growing your business. Customer service teams should address every issue brought to their attention and resolve cases as urgent as possible. This is where escalation customer service comes in.

What is escalation customer service?

When a customer has a question or a problem with your company, they will reach out to the customer service team. It is then the work of support agents to offer the desired answers and solutions. If an agent is not able to offer the desired solution, the problem is escalated, and this is where escalation customer management comes in. When it comes to escalation, there are two types, and these include; functional escalation and hierarchical escalation.

With functional escalation, it can happen immediately in customer service. An agent who chooses to offer a solution to customer problems might realize they don’t have the much-required expertise and may escalate the issue immediately to the relevant team. With hierarchical escalation, the escalation may not be straightforward, and there is some chain of commands to be passed before an issue can be resolved.

When looking forward to escalating issues, here are some of the best practices to consider.


Design a clear escalation system and process

A good structure is the cornerstone of escalation management, and it gives your reps a clear indication of when to escalate an issue, and when not to. It should be an automatic process that goes through until an issue has been resolved to customer satisfaction. If a customer is faced with complex technical, issues, specialists should be included in the equation to have the issue solved amicably. Doing so helps in creating an Omnichannel experience for the customer and allows your teams to work to provide the best support for the customer.


Train your staff to handle issues

You need to train and equip your staff with relevant resources to handle escalations in the right manner. Give your support staff the tools they need to help them in managing inquiries and solving issues. Any growing business must have a helpdesk or customer support platform. They should have noise canceling headsets and other similar hardware that promotes seamless communication with customers.


Teach your staff how to manage escalations

Additionally, you need to teach your staff to have the required soft skills which are key to listening and having customer issues solved in the right manner. Your staff must have empathy, to put the customer first and feel the same way a customer feels. They should engage customers in active listening and show support to a customer during a stressful situation. Active listening will also involve processing what someone is saying and taking constructive questions to aid towards building a resolution. There should be clarity in communication, to ensure all issues have been captured and matters have been addressed amicably.