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The Complete Guide for Managing Customer Support Escalations

November 6, 2019

The Complete Guide for Managing Customer Support Escalations

Offering the highest level of customer satisfaction is one of the main motives of any business. However, despite the best efforts, businesses are likely to face customer service-related issues. In order to manage these problems, it is important that customer support escalation procedures are put in place and are adhered to. Here are the pointers which can ensure that your business addresses the customer service related issues in a prompt and efficient manner.

Structure it Well: A large number of client complaints may be resolved at the first or second level of customer support system. So, it is important to design your customer care system in such a way that the volume at the top level is kept to the minimal. An ideal tier structure may provide answers to frequently asked questions at the first level while the second higher level may service issues such as basic troubleshooting and other complex problems. These hierarchical levels may be equipped with different tools to provide efficient services. The basic level may employ only customer portal while the second level may use phone and live chat tools. On the yet higher levels, you may need to use customer relationship management software for providing solutions to client issues.

Customize the Support System: While the basic structure of customer care hierarchy may remain same across different organizations, it is imperative to tweak the system to suit the requirements of the target customer segment. Some of the important variables in this regard are the turnaround time and the mode of communication. In B2B organizations, time may be a crucial factor and therefore it should be ensured that customer complaints are escalated and addressed in a timebound manner. The communication must be done in a clear and precise manner.

Team Effort: Customer complaint management requires employees at different levels to coordinate their activities. The system requires input from various departments such as IT, sales and billing to provide adequate solutions to customers. For each case, the system should clearly define the role and obligations of each department involved. Team cohesion tends to be stronger when all the members know their roles and duties. Customers will also receive the best possible solutions to their issues when different constituents pool together their expertise and resources.

Maintain Proper Record: As important as it is to have solid redressing system in place, it is equally important to keep a proper record of the issues and their respective solutions. Ideally, the organizations should have a real time monitoring system in place for efficient control. With the help of proper records, the management is in the position to analyze the system and its performance. If there are any lacunae, then the management may take appropriate steps to fill the void.  The analysis of the records is also important to see if the proper procedures are being followed as intended by the management. Thorough documentation will allow the set up of metrics to evaluate the performance in an unbiased and objective manner. These records may also be helpful for future reference purpose, which may help in speedier redressing of similar issues, should they arise in future.

Be Proactive: Customer issue escalation process should be pro active so that the customers are assured of a positive experience. The process should be flexible enough to incorporate frequent and quick changes. This type of performance requires the active support of all the departments to minimize the occurrence of customer issues in the first place. Some types of customer issues management may require face to face interaction. However, you should endeavor to keep this to minimum. The standard procedures should be designed in such a way that there should not be any need to escalate the issues to such level. The communication methods and styles used for resolution should be tailored as per the requirements of the customers.

Customer support escalation management is highly important to ensure a rewarding experience for your clients. It should be organized in a clear and simple manner to facilitate the provision of quick administration of the right type of expertise. You should also evaluate your escalation management system periodically so that appropriate changes may be incorporated.


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