What are the most effective ways to determine the severity of an escalated issue?

Determining the severity of an issue is paramount for coming to any conclusion. The issue to be first validated from source . The other things like subject , depth of issue and expectations are important . It is also important to respond on time . If we maintain a particular SLA for identifying / Validating and responding issues , i think that would be appreciated across rather then waiting and spending unwanted time.

First few things I've always done was : 1)find out which part and who part of the project the issue(s) have impacted. 2) Discuss with technical team and document the techy side of things on the general picture first before acting on any solutions 3) Depending on the severity, approach and inform the client side on the current issues and ensure they know the technical team is aware of the issue(s) and currently checking it out and provide client timeline on updates and progress of the new found issues. 4) Discuss solutions or potential show stoppers that may hinder progress of the particular goals/requirements. 5)ensure the tech team lead takes responsibility on each issues and keeping client informed on progress.

Most organizations have SOPs regarding this but most cases demand a degree of personalization due to their unique nature hence whenever I used to handle escalated cases, I always tried to evaluate the situation on a case-to-case basis. The specific criteria you use will depend on the nature of the issue, but generally, you'll want to consider things like how much the issue is impacting your business goals, reputation, or customer satisfaction. You'll also want to think about how urgent the issue is, how much time you have to address it, and what resources and solutions are available to you. Additionally, you'll want to take into account factors like risk level, uncertainty, and stakeholder expectations.

The most common considerations when determining the severity of an employee relations issue are it's impact on the performance of an individual or team, whether the issue is repetitive, if it violates policies or laws, has the potential to escalate, if it's impacting culture/moral, involves multiple parties and whether the incident creates a safety issue. Company liability and credibility are also considerations when defining criteria for the severity of an issue.

One thing that we all can agree on is the frustrating experience of repeating things on the call with customer support and in the process, we reevaluate our association with the business. On the other end, the team behind the designing of the customer success should understand this, they should inculcate the value of courtesy, and discipline to gather the facts and evidence that will help in measuring the severity of an escalated issue before poking the bear. In my experience, cx whenever presented with facts without the salt to their wounds, there is a calm and a feeling of confidence even if there is no resolution to offer at that time. To conclude, investigate the data at hand, and probe only what is necessary in analyzing the root cause

Now comes the core of customer success, comprehensive analysis of available alternatives to address the issue at hand. Something which makes human touch necessary in the process. It involves a meticulous evaluation process that empowers us to weigh the trade-offs and implications associated with each option. By considering various aspects, we can make informed decisions about which alternative is not only effective but also efficient in resolving the issue. This methodical approach ensures that the chosen solution aligns with organizational objectives and stands up to scrutiny in terms of practicality and resource availability. Ultimately, this process facilitates the selection of the most optimal solution that addresses the issue at hand.

In decision-making, after gathering facts and evidence, evaluating alternatives involves comparing pros and cons, estimating costs, benefits, and risks, and aligning options with business goals and values. Consulting stakeholders affected by the issue is equally important. Furthermore, it involves actively seeking their feedback, input, and suggestions, addressing any concerns, questions, or objections they may have, and fostering collaboration and negotiation to reach a collective consensus or agreement. It is through this collaborative effort that a more inclusive and well-rounded decision-making process is achieved, enriching the overall quality and effectiveness of the chosen solution.

When it comes to making a decision, it's important to take a thorough approach. This includes reviewing all relevant criteria, facts, evidence, alternatives, and stakeholder feedback. Using your judgment, intuition, and experience, you can then choose the best option. Once you've made your decision, effective communication is key. You should share your decision and action plan with both stakeholders and the customer. It's also important to document and explain your decision-making process so that others can understand your reasoning and see that you take accountability for your choices. It shows that you are proactive by taking a thorough approach and communicating effectively, and you can help move your team and your organization forward.