How do you learn from escalations and improve your performance?

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Escalations are inevitable in any customer service role, but they can also be stressful, frustrating, and demoralizing. How do you cope with the negative emotions and feedback that come with dealing with angry or dissatisfied customers? How do you learn from escalations and improve your performance? In this article, we'll share some tips and strategies to help you turn escalations into opportunities for growth, development, and customer loyalty.

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Tom Sousa

1 Understand the root cause

The first step to learning from escalations is to understand why they happened in the first place. Was it a misunderstanding, a mistake, a technical issue, or a mismatched expectation? Did you follow the right procedures, communicate clearly, and show empathy? Did you escalate the issue to the appropriate level or person? Analyzing the root cause of the escalation can help you identify what went wrong, what you did well, and what you can do better next time.

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2 Seek feedback and coaching

The second step to learning from escalations is to seek feedback and coaching from your manager, peers, or mentors. Feedback can help you recognize your strengths and weaknesses, as well as provide you with constructive suggestions and advice. Coaching can help you develop new skills, techniques, or mindsets that can improve your performance and confidence. Don't be afraid to ask for feedback and coaching, as they are essential for your professional growth and development.

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3 Review best practices and resources

The third step to learning from escalations is to review best practices and resources that can help you prevent or handle escalations more effectively. Best practices are proven methods or guidelines that have been tested and validated by experts or experienced practitioners. Resources are tools or materials that can support your learning or performance, such as scripts, templates, checklists, or manuals. Reviewing best practices and resources can help you refresh your knowledge, learn new tips, or find solutions to common problems.

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4 Implement changes and improvements

The fourth step to learning from escalations is to implement changes and improvements based on your analysis, feedback, coaching, and review. Changes and improvements can be related to your processes, communication, skills, or attitude. For example, you might change your workflow, use a different tone or language, practice a new technique, or adopt a more positive mindset. Implementing changes and improvements can help you avoid repeating the same mistakes, enhance your performance, and increase your satisfaction.

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Tom Sousa
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If an organization does not harness the knowledge they are gaining from each support event, then escalations will continue to occur on the same common problems. In addition if the information is not leveraged than "Serviceability" and "Supportability" issues will continue to drive down product NPS, as well as CSAT scores. To harness the information on each ticket, a robust "Closed Loop" Knowledge Management system needs to be embraced across the entire Co., not just in Support. By ensuring that all Knowledge Bulletins (KBs) are tracked, and their use is analyzed and reported upon, then you are closer to a succinct Continuous Improvement model. KBs should drive product enhancement, and training, needs for both internal and external users.

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5 Track and measure your progress

The fifth step to learning from escalations is to track and measure your progress over time. Tracking and measuring your progress can help you evaluate the effectiveness of your changes and improvements, as well as identify areas for further improvement. You can use different metrics or indicators to track and measure your progress, such as the number, frequency, duration, or severity of escalations, the customer satisfaction ratings, the resolution rates, or the feedback scores. Tracking and measuring your progress can help you celebrate your achievements, motivate yourself, and set new goals.

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Tom Sousa
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Continuous Improvement (CI) starts with reporting, since you cannot change what you don't know! Product Net Promotor Scores (pNPS) and other customer driven feedback is the cornerstone to identify where your CI focus should be. And each NPS detractor needs to be vetted to ensure the remediation effort is focused on the actual issue. At my last company, we would see negative customer feedback for our Professional Services team, but when the onion was pulled apart, we often found that it was a Product issue. Why? Because they only saw that PS was struggling on site, and they in turn reported it as a PS issue. In reality, most of these were product issues, but the customer only saw PS struggling, so that's what they reported it as such.

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6 Learn from others' experiences

The sixth step to learning from escalations is to learn from others' experiences. Learning from others' experiences can help you gain new insights, perspectives, or ideas that can enrich your own learning and performance. You can learn from others' experiences by observing how they handle escalations, asking them questions, listening to their stories, or reading their case studies or testimonials. Learning from others' experiences can help you broaden your horizons, discover best practices, or find inspiration.

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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?

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How do you learn from escalations and improve your performance?

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1 Understand the root cause

2 Seek feedback and coaching

3 Review best practices and resources

4 Implement changes and improvements

5 Track and measure your progress

6 Learn from others' experiences

7 Here’s what else to consider

Escalation Resolution

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