When I was a kid, my parents would always tell me that if I didn’t like the way something was going, to take it up with the teacher. If the teacher couldn’t help, then they would go to the principal. And so on and so forth. Escalation is done to ensure that problems are fixed in a timely and effective manner. This process of Escalation is done to move up through the levels of a company’s management in order to address a problem or issue.
Escalation is Done to Find a Resolution to a Problem or Issue
Escalation is done to find a resolution to the problem or issue at hand. The process of escalation can be initiated by anyone who is involved in the issue or problem.
What is an escalation?
In customer support, an escalated ticket is a support request that has been passed along to a more advanced or experienced agent for resolution. This usually happens when the issue at hand is too complex or difficult for the agent to handle.
An escalated issue occurs when an agent is unable to solve a customer’s problem, and needs to bring in another, more knowledgeable, person to help them.
If the customer is unhappy, they can escalate their issue to a supervisor or a manager.
Sometimes, escalation is a good thing. It might happen because a new employee doesn’t have the needed experience to solve a problem. If the issue is escalated to an experienced person, it can be resolved faster.
If this issue occurs, it’s usually because something needs to be authorised before it can be dealt with. For example, this is usually something that the accounts department needs to deal with.
It’s important to try and reduce customer complaints and issues. This is because having too many of them can ultimately lead to a poor experience. This is because it can leave the customer feeling like they’re being passed around. So, it’s important that all staff members are aware of complaint and issue handling procedures.
It’s important for teams to have a process in place to manage escalated tickets. That way, everyone knows how to resolve an issue effectively.
Why Does Escalation Management Matter in Customer Service
Even the best customer service teams cannot satisfy every customer every time.
Sometimes, a customer can become upset or angry, and when that happens, escalations come into play. This is when another manager or supervisor steps in to help.
Customer service representatives must be trained on how to properly escalate customer issues. You should have an escalation workflow that guides them through the steps to take.
When hiring for customer service representatives, it’s important to look for candidates with strong skills in conflict resolution. By providing the right training, these employees will be able to resolve any conflicts that arise with customers.
As more and more customer service is automated, the “difficult” or “complex” issues will be resolved by humans.
In the age of social media, it’s especially important to know how to calm irate customers.
With the ease of communication that currently exists, companies cannot afford to have negative interactions with their customers.
Customer service professionals need to have the skills to diffuse tense situations and handle angry customers before the situation escalates into a public relations nightmare.
How do you handle customer complaints and issues? Do you use an automated system?
When should you escalate an issue at work?
When deciding whether to escalate an issue with someone, you should weigh the potential consequences of doing so. For example, if the issue could disrupt the work of an entire department, you may want to try solving it on your own before bringing it to your boss.
Often, you can solve issues by solving them directly with the person.
When dealing with issues in the workplace, sometimes you need the help of someone higher up.
- If an issue has the potential to delay a project or exceed its budget, it should be escalated to a higher authority.
- The issue causes you or other members of the team to have to do a lot of extra, unnecessary work.
- You’ve tried other solutions but they didn’t fix the problem.
- You’ve tried your best to find a compromise with everyone involved.
How to escalate an issue at work effectively
Here are some steps to follow when raising an issue with your manager:
1. Acknowledge the problem
The first step to resolving a conflict is acknowledging that there is one. You can let the other party know of the conflict to escalate it.
It’s possible that the other party is unaware that their actions are causing a problem. However, if the problem has a serious impact on you, then you may want to escalate it.
2. Try to find a solution
Talk with the person in question, and try to figure out why they behaved the way they did.
If a prospect is regularly turning work in later than the agreed upon deadline, find out why.
If it’s due to their not understanding all of their company’s expectations for them, you can assist them in reviewing what their company requires of them. This will ensure they are meeting the requirements and avoiding any issues down the road.
3. Collect evidence
Start collecting evidence to show that your issue is occurring. This could include emails or notes you took from conversations with the individual.
Having this documented can be crucial to settling any disputes that may arise.
4. Figure out who to escalate to
If you are unable to resolve the issue with the person, you may want to speak to their supervisor or team leader. Determine who would be best to talk to before escalating the issue any further.
5. Explain the issue
When discussing this issue with your boss, be sure to provide context by sharing your examples, and explain why you think it’s happening. Suggested solutions could be more training or improved communications.
When sharing an issue with a team lead in a concise, detailed manner, be sure to include background information, be as specific as you can, and be clear about what it is you need.
Describe the circumstances that lead you to make this particular call to follow up. Who were you trying to reach? What were you trying to convey? Where and when did this happen? Why were you reaching out?
What challenges are you facing? Let your team lead know so they can help you out.
If I don’t receive assistance from the team lead, it could impact the team’s ability to meet an upcoming deadline. This is because an employee may not be able to accomplish their tasks without help.
End your conversation with your prospect by suggesting ways to resolve their conflict.
I’d like to offer my assistance in solving this conflict, and mention any solutions we can pursue.
Our PR team needs to ensure that they’re sending out quality releases and hitting their deadline. I’m happy to help our team become more efficient so that we can better communicate our event news to media.
6. Take the issue to a higher authority
If the problem persists, consider escalating the issue to a superior. This may mean contacting the department supervisor or team leader.
If a call is urgent, consider sending them an email with context or scheduling a meeting.
Conclusion
The process of escalation is important because it ensures that problems are fixed in a timely and effective manner. Escalation is done to get the job done, and it’s an essential part of problem-solving.
