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How do you escalate customer complaints to higher levels of management?

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Customer complaints are inevitable in any service desk role, but how you handle them can make a big difference in customer satisfaction, retention, and loyalty. Sometimes, you may encounter situations where you need to escalate a complaint to a higher level of management, either because you can't resolve it yourself, or because the customer requests it. Here are six steps outlining how to bring customer complaints to your manager effectively.

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Francisco Junior

Líder em Transforma??o Digital e Inova??o | Profissional do Ano & Gerente do Melhor Assistente Virtual 2023 | Mentor em…
John Custy
Thiago Guedes ??????

Suporte e Atendimento | Experiência em HelpDesk | Certificado pelo Google e Coursera em Suporte Técnico e AI…

1 Identify the issue

Identify the issue that the customer is complaining about, and why they are unhappy with your service or solution. Listen carefully, empathize, and ask open-ended questions to clarify the problem and the customer's expectations. Don't argue, blame, or dismiss the customer's feelings, but acknowledge them and apologize sincerely.

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Thiago Guedes ??????

Suporte e Atendimento | Experiência em HelpDesk | Certificado pelo Google e Coursera em Suporte Técnico e AI Essentials | Oracle Jr. Associate Cloud e Data
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??Este deve ser um processo ético, claro, eficiente e eficaz. Primeiro que é crucial registrar e documentar detalhadamente a reclama??o, incluindo informa??es sobre o cliente, o problema relatado e as tentativas de resolu??o já realizadas. Em seguida, a reclama??o deve ser encaminhada ao próximo nível hierárquico, com um resumo conciso e objetivo do problema e das a??es tomadas até o momento. Para um atendimento mais eficiente e eficaz é importante também manter o cliente informado sobre o andamento da reclama??o e garantir que ele se sinta ouvido e valorizado.

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2 Evaluate the options

Evaluate the options you have to resolve the issue within your scope of authority and responsibility. You may be able to offer a refund, replacement, discount, or workaround. Explain the options to the customer and see if they are satisfied with any of them. If not, let them know that you will bring their complaint to a higher level of management.

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3 Inform the customer

Inform the customer about the escalation process, and what they can expect from it. Tell them who you will bring their complaint to, how long it will take, and how they will be contacted. Reassure them that their complaint is important and you are doing your best to help them. Confirm their contact details and thank them for their patience and cooperation.

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John Custy
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Don't be overly transparent, e.g., but management doesn't listen, or you need to say this to get a response from management...

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Mohammad Khalaf

Service Delivery Lead | Transfer your company from Legacy to Modern system | ITSM Implementer | Process Optimization
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Keeping customers informed and in the loop during an escalation process is essential for several reasons: Transparency, Expectation Management,Reduced Anxiety,Customer Satisfaction ..etc

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Niklas T.

Head of department, IT-Infrastructure
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Communication is everything in this case. Be honest to the customer even if you know that you can't provide him/her with a positive answer. Make sure to keep any promises made to the customer.

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4 Escalate the complaint

Escalate the complaint to the appropriate person or team, according to your service desk policies. You may need to fill out a form, send an email, make a phone call, or use a ticketing system. Provide as much detail as possible about the issue, the customer, and the actions you have taken so far. Follow your company's protocols for escalation.

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Francisco Junior

Líder em Transforma??o Digital e Inova??o | Profissional do Ano & Gerente do Melhor Assistente Virtual 2023 | Mentor em Desenvolvimento de Talentos e Excelência em Servi?o
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Um processo de escalonamento operacional estruturado garante um atendimento ao cliente impecável. Através dele, a equipe resolve problemas complexos com rapidez e eficiência, sem afetar a experiência do cliente. Benefícios do escalonamento: Resolu??o rápida de problemas: especialistas resolvem casos complexos, otimizando o tempo de resolu??o. Tomada de decis?es eficazes: a alta gest?o tem acesso a informa??es precisas para decis?es estratégicas. Atendimento personalizado: cada cliente recebe o nível de suporte adequado à sua necessidade.

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5 Monitor the progress

Monitor the escalated complaint's progress and stay in touch with the customer and the higher level of management. You may have to update the customer on the status of their complaint, relay feedback or requests from the higher level, or facilitate further communication. Keep the customer informed and involved throughout the escalation process.

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6 Close the loop

Close the loop with the customer and the higher level of management once the complaint is resolved. Confirm that the customer is satisfied with the outcome, thank them for their feedback, and ask them for any suggestions or improvements. Also, thank the higher level of management or support for their assistance and share any lessons learned or best practices for future reference.

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John Custy
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This assumes that the customer is satisfied with the escalation. What if the response is no, and you know the customer will not be satisfied with the response? Too often, when the news is negative (to the customer), you get a 'how else can I help you', when you didn't really help them with the issue. When is sympathy appropriate, and when is empathy appropriate?

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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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How do you escalate customer complaints to higher levels of management?

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1 Identify the issue

2 Evaluate the options

3 Inform the customer

4 Escalate the complaint

5 Monitor the progress

6 Close the loop

7 Here’s what else to consider

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