How do you handle exceptions and deviations from your escalation criteria?

1 Know your escalation criteria

The first step to handle exceptions and deviations is to have a clear and consistent understanding of your escalation criteria. These are the rules or guidelines that define when, how, and to whom you should escalate a customer issue. Your escalation criteria should be based on factors such as the urgency, complexity, severity, and impact of the issue, as well as the availability and capability of the escalation resources. You should also know the escalation process, such as the communication channels, escalation levels, roles and responsibilities, and expected outcomes. Having a solid knowledge of your escalation criteria will help you avoid unnecessary or inappropriate escalations, and also recognize when an exception or deviation occurs.

2 Communicate with your customer

The second step to handle exceptions and deviations is to communicate with your customer effectively. You should inform your customer about the reason and the process of the escalation, and set realistic expectations about the resolution time and quality. You should also empathize with your customer's frustration or dissatisfaction, and reassure them that you are doing your best to solve their issue. You should also keep your customer updated on the status and progress of the escalation, and confirm their satisfaction once the issue is resolved. Communicating with your customer will help you maintain their trust and loyalty, and also prevent them from feeling ignored or abandoned.

4 Document and report the exception or deviation

The fourth step to handle exceptions and deviations is to document and report the exception or deviation. You should record the details of the situation, such as the customer information, the issue description, the escalation criteria, the exception or deviation reason, the escalation process, the resolution outcome, and the customer feedback. You should also report the exception or deviation to your supervisor or manager, or to the relevant department or team, depending on your organization's policies and procedures. Documenting and reporting the exception or deviation will help you track and measure your performance, identify and resolve any gaps or issues in your escalation criteria or process, and improve your service quality and customer satisfaction.

5 Learn from the exception or deviation

The fifth step to handle exceptions and deviations is to learn from the exception or deviation. You should reflect on the situation, and evaluate your strengths and weaknesses in handling it. You should also seek feedback from your customer, your supervisor or manager, or your peers, and identify any areas for improvement or development. You should also look for any patterns or trends in the exceptions or deviations, and analyze their causes and effects. You should also share your insights and best practices with your colleagues, and contribute to the continuous improvement of your escalation criteria or process. Learning from the exception or deviation will help you enhance your skills and knowledge, and also prevent or minimize the recurrence of similar situations in the future.

6 Adapt to the changing needs and expectations of your customers

The sixth step to handle exceptions and deviations is to adapt to the changing needs and expectations of your customers. You should recognize that your customers are not static or homogeneous, but dynamic and diverse. They may have different preferences, needs, expectations, and behaviors, depending on various factors, such as their personality, culture, background, situation, mood, or channel. They may also change over time, as they gain more experience, information, or feedback. Therefore, you should not rely on a rigid or fixed set of escalation criteria or process, but rather be flexible and responsive to your customers' evolving needs and expectations. You should also seek to understand your customers' perspectives, motivations, and emotions, and tailor your service delivery and escalation resolution accordingly. Adapting to the changing needs and expectations of your customers will help you provide a personalized and positive customer experience, and also increase your customer retention and loyalty.