How can you provide clear and concise feedback after an escalation?

1 Identify the root cause

Before you give feedback, you need to understand what caused the escalation and how it was resolved. Review the case history, the customer's feedback, and the agent's actions. Look for any gaps, errors, or misunderstandings that led to the escalation. Also, consider the customer's expectations, needs, and emotions. This will help you identify the main problem and the solution.

2 Focus on facts and behaviors

When you give feedback, avoid making assumptions, judgments, or personal attacks. Instead, focus on the facts and the behaviors that contributed to the escalation or the resolution. Use specific examples and evidence to support your feedback. For example, instead of saying "You were rude to the customer", say "You interrupted the customer several times and raised your voice". This way, you can avoid defensiveness and resentment, and foster learning and improvement.

3 Be positive and constructive

Feedback should not only point out what went wrong, but also what went right and how to do better. Start with a positive statement that acknowledges the customer's satisfaction, the agent's effort, or the outcome of the resolution. Then, explain what could have been done differently to prevent or handle the escalation more effectively. Finally, provide suggestions or recommendations for improvement. For example, instead of saying "You failed to follow the escalation procedure", say "The customer appreciated your apology and the compensation you offered. However, you should have escalated the case to a supervisor as soon as you realized it was beyond your scope. Next time, please follow the escalation procedure and inform the customer of the next steps".

4 Keep it brief and clear

Feedback should be concise and clear, without unnecessary details or jargon. Use simple and direct language that the customer and the agent can understand. Avoid vague or ambiguous terms that can cause confusion or misinterpretation. For example, instead of saying "You need to work on your communication skills", say "You need to listen actively, empathize, and confirm understanding". Also, limit your feedback to one or two main points that are relevant and actionable. Too much feedback can be overwhelming and ineffective.

5 Follow up and monitor

Feedback is not a one-time event, but a continuous process that requires follow-up and monitoring. After you give feedback, check if the customer and the agent have any questions or concerns. Clarify any misunderstandings or doubts. Ask for feedback on your feedback, and see if they agree or disagree with your assessment. Then, set clear and realistic goals and expectations for improvement. Track the progress and performance of the customer and the agent, and provide ongoing support and recognition. This will help you ensure that the feedback is implemented and leads to positive results.

6 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?