Key Frameworks for Customer Escalation
How to manage a customer escalation efficiently and calmly?
When faced with a tense separation or marked customer dissatisfaction, knowing how to react quickly and with structure is essential. Whether you are a Support Manager or Senior Customer Success Manager, you need a clear framework to structure your decisions and adopt the right stance.
This e-learning module provides you with a mastery of the fundamental benchmarks for handling an escalation with discernment, independently or as part of the complete “Customer Service & Customer Success ».
In this module, you will:
• Deepen your understanding of the different types of escalation and their triggers
• Clearly identify the levels of intervention and responsibilities at each stage
• Integrate a rigorous relational framework to maintain a professional posture even under pressure
• Strengthen your ability to stabilize the customer relationship before escalating the case to a higher level
• Adopt the right reflexes to streamline escalation management with your internal teams
This module can be taken independently, or as a teaching component of the overall “Customer Service & Customer Success” course, designed to develop all of your relational and operational skills.
