Here are 10 tips to master customer escalation management and achieve the best outcomes for your customers, your employees and your business. When this is not possible, there are best practices to follow to ensure your escalations get the best results. If the experts closest to the work are empowered and stay involved, the issues will get resolved faster. Your first priority as a leader is to prevent un-needed escalations from occurring. There is a general belief among many customers, that if they escalate to a senior leader, then action will happen faster. When customer expectations are not met or they feel that their views have not been heard, it is human nature to want to “intensify” and escalate to the next level. Google’s Dictionary defines escalation as “an increase in the intensity or seriousness of something an intensification”. Skills to manage customer escalations need to be part of any successful manager’s toolkit.
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