How can you escalate a service request to a higher level of support?

2 Communicate with the customer

The second step in escalating a service request is to communicate with the customer. You should inform the customer that you need to escalate the service request, explain the reason for escalation, and assure them that you are working to resolve the issue as quickly and effectively as possible. You should also set realistic expectations and provide an estimated timeline for the escalation process. You should avoid making promises or guarantees that you cannot keep, blaming others, or hiding information from the customer. You should also listen to the customer's feedback, concerns, or questions, and address them politely and professionally. Communicating with the customer can help you maintain a positive relationship, build trust, and reduce frustration.

3 Contact the appropriate support level

The third step in escalating a service request is to contact the appropriate support level. Depending on the nature and severity of the issue, you may need to contact one or more of the following support levels. Your supervisor should be contacted for approval, guidance, or intervention to escalate the service request. Provide them with a summary of the issue, actions taken, and results obtained; explain the reason and urgency for escalation; and ask for their advice or direction. Your team should be contacted for collaboration, expertise, or assistance to escalate the service request. Share your findings and challenges with them; coordinate your efforts and responsibilities; and update them on progress and outcome of the escalation. Your vendor should be contacted for support, resources, or authorization to escalate the service request. Follow their escalation procedures and protocols; provide them with relevant information and documentation; communicate your expectations and requirements; and monitor their performance and response.

4 Follow up and close the service request

The fourth step in escalating a service request is to follow up and close the service request. You should keep track of the status and resolution of the escalated service request, and ensure that the issue is resolved satisfactorily and timely. You should also communicate the results and feedback to the customer, and confirm that they are satisfied and happy with the service. You should also document the details and lessons learned from the escalation process, and report them to your supervisor, team, or vendor. You should also thank and appreciate the support level that helped you with the escalation, and acknowledge their contribution and value. Following up and closing the service request can help you demonstrate your professionalism, accountability, and customer service skills.

Escalating a service request to a higher level of support can be a challenging but necessary part of your job as a field service engineer. By following these tips and best practices, you can escalate a service request effectively, efficiently, and respectfully, and achieve a successful and satisfying resolution for both you and the customer.

5 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?