Handling an Escalation Request
This fun and challenging module immerses you in the heart of the challenges of Customer Service and Customer Success, through an interactive quiz inspired by the biggest TV games. Will you be able to complete the challenge of 15 questions to become an expert in handling an escalation request?
A 100% e-learning format, and 100% engaging
In an immersive game world with progressive stakes, you must answer 15 multiple-choice questions, all taken from real cases around the management of an escalation request, particularly when customer dissatisfaction requires a more coordinated or higher-level response.
This module can be taken independently to self-assess or strengthen your reflexes, or as a complement to the complete “Customer Service & Customer Success » to capitalize on what you have learned before certification or fieldwork.
The concept of the game:
- 3 security levels allow you to validate your knowledge at different levels of requirement
- 3 jokers available to help you in case of doubt:
- 50/50: two wrong answers are eliminated
- Call an expert: an explanation sheds light on the substance of the subject
- Skip question: pass your turn and continue the game
What you will review in this module:
- The framework for an escalation request in a Customer Success context
- Weak signals of customer dissatisfaction that require another response scale
- Questions to ask to properly qualify the situation
- The art of effectively coordinating the escalation of information in internal
- The expected posture when dealing with demanding customers
A quick, effective, and motivating module, designed for support managers, senior CSMs, or trainers who want to test, train, or strengthen their reflexes on the spot.
