Key Techniques for Successful Escalations
Handle customer escalations like an expert, even in the most tense situations.
Customer dissatisfaction is inevitable, but managing it can make all the difference. This module offers you an operational immersion in best practices for escalation management, to transform risky situations into loyalty-building opportunities.
Optimize each intervention thanks to:
- Proven techniques to clarify, formalize, and structure the handling of a complex complaint.
- Interactive scenarios to develop your field reflexes.
- Expert advice based on feedback from Customer Success professionals.
- Pitfalls to avoid to prevent the situation from escalating.
- An analytical framework allowing you to adopt the appropriate managerial posture, in collaboration with your teams and other departments.
This module can be followed independently to practice resolving an urgent escalation situation, or integrated into our complete course:
“Customer Service & Customer Success,” dedicated to professionals wishing to strengthen relational excellence at each stage of the customer journey.
Put all the chances on your side to restore customer satisfaction, even after a critical incident.
