E-learning training – Handling an escalation request: become an expert in managing critical situations in Customer Service and Customer Success
Duration: 1.5 hours
Target audience: Senior Support & Customer Success Managers
Format: 6 interactive modules, with a realistic simulator and final quiz
Are you responsible for customer satisfaction? Do you manage teams in direct contact with demanding customers?
This strategic e-learning module equips you to master an often dreaded but crucial issue: handling an escalation request. A dissatisfied customer, an unresolved conflict? It’s crucial to know when and how to escalate without damaging the relationship, but rather by strengthening trust.
Why take this training?
Because as a manager or senior employee, how you handle an escalation directly influences loyalty, reputation, and revenue. A potentially critical situation can give rise to a strong opportunity to enhance customer service… provided you react quickly, appropriately, and methodically.
This course allows you to:
- Understand the crucial issues of a well-managed escalation
- Identify weak warning signals in a customer
- Apply best practices for questioning, coordination, and decision-making
- Adapt your posture according to customer profiles and the nature of the problem
- Practice managing a complex situation using a realistic simulator
- Consolidate your knowledge with a mega interactive quiz
Course structure:
- Module 1 – Why and when to escalate? : Awareness of the importance of good escalation management and trigger signals
- Module 2 – The fundamentals: Conceptual framework, roles, responsibilities and escalation process
- Module 3 – Best practices: Key techniques for structuring the handling of an escalation
- Module 4 – Various contexts: Adapt your method according to the customer, the nature of the product or the level of urgency
- Module 5 – Training simulator: Practical application via a realistic customer escalation situation
- Module 6 – Final mega quiz: Overall assessment with personalized feedback
At the end of this training, you will know how to:
avoid the most common mistakes, ask the right questions, mobilize the right people and make escalation a lever for customer performance.
