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Designing A Process For Customer Service Escalation
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A customer service escalation path that is well designed and has properly trained representatives should indicate no need for customers to want to seek a fourth level. However, the fourth level the customers could choose to implement their self. This might be to write a letter or email to the division manager, the company president, or the organization's CEO. Or for external customers, they may choose to file a complaint with the Better Business Bureau. Customers that chose to escalate to a fourth level will be lost to the company unless they get a solution that they feel is above and beyond anything that could reasonably be expected at the other levels. Prevent the need for the customer to desire this level of escalation by answering their need and resolving their problem at one of the first three levels.
For the reasons outlined above, consider documenting a customer service escalation process and training customer service staff appropriately. An effective process for escalation of customer issues will help maintain current customers as future ones. Be a company that offers more than a customer service contact, but be one that is good at delivering the service as well.
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Shirley Fine Lee, author of "R.A!R.A! A Meeting Wizard's Approach", has worked as a training and development specialist since 1986, and an independent consultant since 2000. She has extensive experience, helping organizations with their team building, training development, meeting facilitation, presentation delivery, and other communication needs. This work involves developing productivity tools, presenting workshops, and writing. For instance, she has authored numerous training manuals and guides, on a wide variety of topics. Her programs include time management, getting organized, problem solving, and team building. Find out more about her and options she provides on her website www.shirleyfinelee.com.
Page 2
A customer service escalation path that is well designed and has properly trained representatives should indicate no need for customers to want to seek a fourth level. However, the fourth level the customers could choose to implement their self. This might be to write a letter or email to the division manager, the company president, or the organization's CEO. Or for external customers, they may choose to file a complaint with the Better Business Bureau. Customers that chose to escalate to a fourth level will be lost to the company unless they get a solution that they feel is above and beyond anything that could reasonably be expected at the other levels. Prevent the need for the customer to desire this level of escalation by answering their need and resolving their problem at one of the first three levels.
For the reasons outlined above, consider documenting a customer service escalation process and training customer service staff appropriately. An effective process for escalation of customer issues will help maintain current customers as future ones. Be a company that offers more than a customer service contact, but be one that is good at delivering the service as well.
Return to Page 1
Shirley Fine Lee, author of "R.A!R.A! A Meeting Wizard's Approach", has worked as a training and development specialist since 1986, and an independent consultant since 2000. She has extensive experience, helping organizations with their team building, training development, meeting facilitation, presentation delivery, and other communication needs. This work involves developing productivity tools, presenting workshops, and writing. For instance, she has authored numerous training manuals and guides, on a wide variety of topics. Her programs include time management, getting organized, problem solving, and team building. Find out more about her and options she provides on her website www.shirleyfinelee.com.
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