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How can you prepare the escalation team to handle escalations for new products and services?

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When you launch a new product or service, you want to provide the best customer support possible. But sometimes, your frontline agents may encounter complex or sensitive issues that require escalation to a higher level of expertise or authority. How can you prepare your escalation team to handle these situations effectively and efficiently? In this article, we'll share some tips on how to train, communicate, and empower your escalation team for new products and services.

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Chinaza Ezeonaga

Airbnb Co-Host || Lead Generation Expert || STR/MRT Approved Property Finder || Vacation Rental Property Manager ||…

1 Define escalation criteria

The first step is to define the criteria for when and how to escalate a customer issue. This may depend on the nature, severity, urgency, and impact of the problem, as well as the availability and capability of the escalation team. You should document and communicate these criteria clearly to your frontline agents, so they know when to escalate and who to contact. You should also provide them with a standard template or script for escalating, so they can provide relevant information and context to the escalation team.

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Chinaza Ezeonaga

Airbnb Co-Host || Lead Generation Expert || STR/MRT Approved Property Finder || Vacation Rental Property Manager || Customer Service Professional || Data Entry
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To prepare the Escalation team for handling escalations related to new products and services: 1. Provide comprehensive training on product specifications and troubleshooting. 2. Equip them with access to documentation and resources. 3. Conduct simulated scenarios for practice. 4. Encourage cross-training among team members. 5. Facilitate collaboration with product development teams. 6. Establish clear escalation protocols. 7. Support continuous learning and skill development. 8. Implement feedback mechanisms for ongoing improvement. These steps ensure that the Escalation team is well-prepared to effectively handle escalations for new offerings, maintaining customer satisfaction and resolving issues promptly.

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Mauricio Ledezma

Director comercial
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Fomenta una comunicación abierta y continua dentro del equipo de escalamiento, así como con otros departamentos relevantes, como desarrollo de productos, soporte técnico y atención al cliente. Esto ayudará a garantizar que todos estén alineados y trabajando juntos para resolver cualquier problema que pueda surgir durante el proceso de escalado.

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Umair Islam

LinkedIn Top Voice | IBM Certified CESP | Six Sigma Green Belt | CX Management | Customer Satisfaction | Operations Management | Call Center Management
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Make sure that the team possesses the necessary tools and comprehends the gravity of the matter. In certain cases, if the frontline fails to grasp the problem adequately, it can result in financial and data losses.

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2 Train escalation team

The second step is to train your escalation team on the features, benefits, and potential issues of the new product or service. You should provide them with detailed product documentation, FAQs, troubleshooting guides, and best practices. You should also conduct regular sessions to update them on any changes, feedback, or improvements. You should encourage them to test the product or service themselves, so they can experience it from the customer's perspective and identify any gaps or glitches.

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Mauricio Ledezma

Director comercial
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Crea documentación detallada que describa los procedimientos de escalado para cada nuevo producto o servicio. Esto podría incluir guías paso a paso, preguntas frecuentes, scripts de atención al cliente y cualquier otra información relevante que el equipo pueda necesitar para manejar los escalamientos de manera efectiva.

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3 Communicate with escalation team

The third step is to communicate with your escalation team regularly and effectively. You should establish a clear and consistent channel for escalation, such as a phone line, an email address, a chat tool, or a ticket system. You should also define the roles and responsibilities of the escalation team members, such as who is in charge of resolving, escalating further, or following up on the issue. You should also provide them with feedback and recognition for their work, and solicit their input and suggestions for improving the product or service.

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Mauricio Ledezma

Director comercial
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espués de cada escalamiento, recopila retroalimentación del equipo de escalamiento y de los clientes para identificar áreas de mejora y hacer ajustes según sea necesario. El aprendizaje continuo y la mejora son fundamentales para garantizar que el equipo esté preparado para manejar futuros escalamientos de manera efectiva.

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4 Empower escalation team

The fourth step is to empower your escalation team to make decisions and take actions that benefit the customer and the business. You should provide them with the authority and resources to resolve the issue as quickly and effectively as possible, such as offering refunds, discounts, replacements, or apologies. You should also support them in escalating the issue to other departments or stakeholders, such as product development, quality assurance, or senior management, if needed. You should also enable them to learn from the issue and share their insights and solutions with the rest of the customer support team.

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5 Monitor and measure escalation team

The fifth step is to monitor and measure the performance and impact of your escalation team. You should track and analyze the number, type, source, and outcome of the escalations, as well as the time, cost, and satisfaction involved. You should use these data to identify trends, patterns, and opportunities for improvement. You should also solicit feedback from your customers and your frontline agents on the quality and effectiveness of the escalation process and the escalation team. You should use this feedback to celebrate successes, address challenges, and implement changes.

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Mauricio Ledezma

Director comercial
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Realiza simulaciones de escalamiento con el equipo para practicar cómo manejar diferentes escenarios y situaciones que puedan surgir. Esto les dará la oportunidad de poner en práctica lo que han aprendido durante la formación y desarrollar habilidades para resolver problemas de manera efectiva.

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6 Review and refine escalation team

The final step is to review and refine your escalation team periodically and continuously. You should evaluate the results and feedback from the previous steps, and identify the strengths, weaknesses, and gaps of your escalation team. You should also consider the changes and developments in the product or service, the customer expectations and needs, and the business goals and strategies. You should use these factors to adjust and optimize your escalation criteria, training, communication, empowerment, and monitoring and measurement.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Melissa Allen

Pursuing new opportunities providing exceptional customer support
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I think the missing piece is sometimes not having the right people on our escalation teams. Just because a representative has the quality scores in meeting metrics does not mean they’re appropriate for escalations. It takes a certain level customer experience focus that makes the escalation team a success. There are so many tools to improve the quality of at which all the boxes are checked, but there are certain personable qualities that can make or break the customer experience. A representative once said, “I’m not gonna hold their hands.” I remember thinking, “Why not?” If my customer needs a hand to hold, that’s why I’m here. Quality isn’t replaceable, and while necessary, metrics don’t hold customer’s hands.

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How can you prepare the escalation team to handle escalations for new products and services?

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1 Define escalation criteria

2 Train escalation team

3 Communicate with escalation team

4 Empower escalation team

5 Monitor and measure escalation team

6 Review and refine escalation team

7 Here’s what else to consider

Customer Support

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How can you prepare the escalation team to handle escalations for new products and services?

1

2

3

4

5

6

7

1 Define escalation criteria

2 Train escalation team

3 Communicate with escalation team

4 Empower escalation team

5 Monitor and measure escalation team

6 Review and refine escalation team

7 Here’s what else to consider

Customer Support

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