登录查看更多内容

What are the best ways to collaborate with stakeholders to resolve escalations?

由人工智能和领英社区提供技术支持

Escalations are inevitable in customer support, but they can also be opportunities to build trust and loyalty with your customers. However, resolving escalations often requires collaboration with other stakeholders, such as product, engineering, sales, or management. How can you work effectively with them to find the best solutions and communicate them to your customers? Here are some best practices to follow.

此文章中的业界达人

由社区从 5 条内容中精选。了解更多

John Paladino

Delivering responsive, proactive, human customer experiences | Data Security | Head of Client Services for InterSystems…

1 Identify the escalation triggers and criteria

Before you escalate a customer issue, you need to know what qualifies as an escalation and who is responsible for handling it. This will help you avoid unnecessary delays, confusion, or frustration for both you and your customer. You can create a clear escalation policy that defines the triggers, criteria, and levels of urgency for different types of issues. For example, you can use metrics such as impact, frequency, severity, or SLA to determine when and how to escalate. You can also document the roles and responsibilities of each stakeholder involved in the escalation process, such as who to contact, how to escalate, and what to expect.

添加您的观点

Ahmed Hafiz

Empower Your Financial Success with QuickBooks Online Expertise
举报内容
To collaborate with stakeholders for escalation resolution: ?Clear Communication ?Centralized Documentation ?Regular Updates ?Meetings ?Lead Contact ?Collaborative Problem-Solving ?Resolution Timeline ?Empathy ?Conflict Resolution Skills ?Data Sharing ?Feedback Loops ?Resource Allocation ?Escalation Plan ?Documentation and Analysis ?Continuous Improvement ?Gratitude Collaborating effectively with stakeholders during escalations requires patience, diplomacy, and a commitment to achieving a satisfactory resolution. By maintaining clear communication, empathy, and a problem-solving mindset, you can navigate complex issues and strengthen relationships with stakeholders.

已翻译

赞
Vardan Singh Sengar

QuickBooks Certified ProAdvisor | Zoho Books | Xero | (Quickbooks, Microsoft Dynamics AX ,Excel ) Working as Senior Accounts Manager for AccuCount Solutions.
举报内容
In my opinion flexibility, empathy, and a commitment to finding a fair and satisfactory resolution are essential in collaboration with stakeholders to resolve escalations effectively.

已翻译

赞

2 Communicate clearly and proactively with stakeholders

Once you have identified the right stakeholder to escalate to, you need to communicate the issue clearly and proactively. You can use tools such as email, chat, or ticketing systems to share relevant information, such as the customer details, the problem description, the steps taken, the expected outcome, and the urgency level. You can also use templates or scripts to ensure consistency and clarity in your communication. You should also follow up regularly with the stakeholder and update them on any changes or feedback from the customer. This will help you build rapport and trust with the stakeholder and show them that you care about the issue and the customer.

添加您的观点

Vardan Singh Sengar

QuickBooks Certified ProAdvisor | Zoho Books | Xero | (Quickbooks, Microsoft Dynamics AX ,Excel ) Working as Senior Accounts Manager for AccuCount Solutions.
举报内容
Ensure there are clear and open channels of communication with stakeholders. Make sure they know how to reach out when they have concerns or escalations. This can include phone, email, a dedicated portal, or in-person meetings.

已翻译

赞

3 Involve the customer in the escalation process

One of the most important aspects of resolving escalations is keeping the customer informed and engaged throughout the process. You should not leave the customer in the dark or make them feel ignored or unimportant. You should acknowledge the issue, apologize for the inconvenience, and explain the escalation process and the expected timeline. You should also provide regular updates, ask for feedback, and offer alternative solutions or workarounds if possible. You should also set realistic expectations and avoid making promises that you cannot keep. By involving the customer in the escalation process, you can show them that you are working hard to resolve their issue and that you value their satisfaction and loyalty.

添加您的观点

John Paladino

Delivering responsive, proactive, human customer experiences | Data Security | Head of Client Services for InterSystems | ??? Podcast Host of Rarified Air
举报内容
Customers should determine when the issue is actually closed – not the company. By putting the customer in charge of the escalation process, customer support teams can be confident that the customer is satisfied when the issue is actually closed. The company needs to have a single point of contact – usually the account manager – in order to simplify communication as an issue gets escalated. This is particularly important when involving other teams such as developers or management. Yet the most critical point remains: the customer should lead the process and tell tell company when the issue is actually resolved.

已翻译

赞
Vardan Singh Sengar

QuickBooks Certified ProAdvisor | Zoho Books | Xero | (Quickbooks, Microsoft Dynamics AX ,Excel ) Working as Senior Accounts Manager for AccuCount Solutions.
举报内容
Keep the stakeholder informed about the progress of the investigation and the steps being taken to address the issue. Be realistic about timelines and expectations.

已翻译

赞

4 Learn from the escalation and improve your processes

After you have resolved the escalation and delivered a satisfactory solution to the customer, you should not stop there. You should also learn from the experience and improve your processes for future escalations. You can solicit feedback from both the customer and the stakeholder on how they felt about the escalation process and the outcome. You can also analyze the root cause of the issue and identify any gaps or weaknesses in your products, services, or support. You can then share your insights and recommendations with your team and other stakeholders and implement any changes or improvements that can prevent or reduce escalations in the future.

添加您的观点

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?

添加您的观点

Customer Support

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the best ways to collaborate with stakeholders to resolve escalations?

1

2

3

4

5

1 Identify the escalation triggers and criteria

2 Communicate clearly and proactively with stakeholders

3 Involve the customer in the escalation process

4 Learn from the escalation and improve your processes

5 Here’s what else to consider

Customer Support

给文章评分

感谢您的反馈

更多Customer Support相关文章

更多相关阅读内容

What are the best ways to collaborate with stakeholders to resolve escalations?

1

2

3

4

5

1 Identify the escalation triggers and criteria

2 Communicate clearly and proactively with stakeholders

3 Involve the customer in the escalation process

4 Learn from the escalation and improve your processes

5 Here’s what else to consider

Customer Support

给文章评分

感谢您的反馈

查看其他技能