How can you follow company policies and procedures when resolving an escalation?

1 Understand the escalation process

The first step to follow company policies and procedures when resolving an escalation is to understand the escalation process in your organization. This means knowing who to contact, how to transfer the call or the chat, what information to provide, and what documentation to complete. You should also be familiar with the different levels of escalation, such as urgent, high, medium, or low, and the corresponding response times and actions. By understanding the escalation process, you can ensure that you follow the proper steps and protocols, and avoid any confusion or delays.

3 Follow up and confirm resolution

The third step to follow company policies and procedures when resolving an escalation is to follow up and confirm resolution with the customer. This means checking the status of the escalation, contacting the customer with an update, verifying that the issue is resolved, and asking for feedback. You should also thank the customer for their patience and cooperation, and invite them to contact you again if they have any questions or concerns. By following up and confirming resolution, you can ensure that the customer is happy with the outcome and that you have closed the case successfully.

4 Learn from the experience

The fourth step to follow company policies and procedures when resolving an escalation is to learn from the experience. This means reflecting on what went well and what went wrong, identifying any gaps or areas for improvement, and applying any feedback or suggestions. You should also share your insights and lessons learned with your team and your supervisor, and seek any additional training or support if needed. By learning from the experience, you can improve your skills and knowledge, and prevent similar escalations in the future.

5 Escalate only when necessary

The fifth step to follow company policies and procedures when resolving an escalation is to escalate only when necessary. This means trying to resolve the issue yourself first, using your own judgment and resources, and following the guidelines and criteria for escalation. You should also avoid over-escalating or under-escalating, as this can cause more problems and dissatisfaction for the customer and your organization. By escalating only when necessary, you can demonstrate your competence and confidence, and save time and resources for more complex or urgent cases.

6 Maintain a positive attitude

The sixth and final step to follow company policies and procedures when resolving an escalation is to maintain a positive attitude. This means staying calm, polite, and professional, and avoiding any negative emotions or reactions. You should also focus on the solution, not the problem, and view the escalation as an opportunity to learn and grow, not a failure or a threat. By maintaining a positive attitude, you can cope with stress and challenges, and build trust and rapport with the customer and your colleagues.

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?