Sharing over 20 years’ experience as a customer-centric leader, Maurizio Mallia explains how to get started with building a Customer Escalation Team.
6 Steps to Empower Your Team to Manage Critical Issues
Creating an escalation team requires a very structured approach.
The key is to empower the team to manage critical issues, resolving them efficiently and minimizing customer churn.
Beware Ignoring Feedback and Hindering Process Improvements
Keen to get started?
Good luck – just try to avoid these common mistakes:
- Limiting Autonomy – Restricting team decision-making prolongs escalations needlessly.
- Overlooking Feedback – Ignoring feedback and not sharing it with the wider company hinders process improvements.
- Unclear Processes – Ambiguous escalation pathways can lead to delays in issue resolutions.
- Training Gaps – Insufficient refresher training on product knowledge and empathy skills hampers problem-solving abilities.
By being mindful of these pitfalls, you can help ensure the success of a well-trained and empowered escalation team – with a higher chance of handling complex issues efficiently and maintaining customer satisfaction.
A Customer Escalation Team Is Absolutely Vital
A Customer Escalation Team in a contact centre is absolutely vital for both customer satisfaction and resolving issues speedily and efficiently:
Written by: Maurizio Mallia, with over 20 years’ experience as a customer-centric leader
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