Processing an escalation request
This e-learning course "Processing an escalation request" will help you to better master this topic in a professional context.
The aim of this course is to help you understand the challenges of good climbing management.
The examples, scenarios and case studies are designed to be easily transposable into different professional contexts and types of organizations.
Prerequisites
No specific prerequisites are required to follow this course.
Target Audience
Managers, HR managers and employees concerned with the topic of "Handling an escalation request".
Content
The course is structured into several complementary modules, combining theoretical input, practical exercises and interactive activities to facilitate the appropriation of concepts.
Training path
Understanding the urgency of escalations in project managementAutonomous e-learning module or integrated into the “Customer Service & Customer Success” pathwayBe aware of the strategic impact of a poorly managed escalation request:…Autonomous e-learning module or integrated into the “Customer Service & Customer Success” pathway
Be aware of the strategic impact of a poorly managed escalation request: increased customer dissatisfaction, team overload, loss of professional credibility… This module helps you lay the right foundations to understand why the urgency of an escalation goes beyond mere routine operations and requires quick, structured, and coordinated action.
✔ Ideal for Senior Support and Customer Success Managers dealing with demanding or dissatisfied customers, this module allows you to:
• Detect the weak signals of customer dissatisfaction escalating
• Understand the concrete risks to brand image and customer loyalty
• Grasp the expectations from both the customer side AND the organization side
• Anchor the right postures from the outset of an escalation
Much more than a reminder of best practices, this module is a real awareness-raising exercise, laying the essential foundations before any effective handling.
➡ Can be taken independently or as an introductory module of the “Customer Service & Customer Success” pathway, including: fundamentals, best practices, varied contexts, interactive simulator, and final quiz.
Mastering climbing frames to satisfy the customerHow to manage a client escalation effectively and calmly?In the face of a tense separation or marked dissatisfaction from a client, knowing how to…How to manage a client escalation effectively and calmly?
In the face of a tense separation or marked dissatisfaction from a client, knowing how to react quickly and with structure is essential. Whether you are a Support Manager or a Senior Customer Success professional, you need a clear framework to structure your decisions and adopt the right posture.
This e-learning module provides you with mastery of the fundamental benchmarks to handle an escalation with discernment, either independently or as part of the complete “Customer Service & Customer Success” pathway.
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 client relationship before transferring 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 pedagogical building block of the overall “Customer Service & Customer Success” pathway, designed to develop all your relational and operational skills.
Effective techniques for succeeding in your professional climbsManage customer escalations like an expert, even in the most tense situations.Customer dissatisfaction is inevitable, but managing it can make all the difference. This…Manage 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 the best practices for escalation management, to transform risky situations into loyalty opportunities.
Optimize every intervention with:
- Proven techniques to clarify, formalize, and structure the handling of a complex complaint.
- Interactive role-playing scenarios to develop your field reflexes.
- Expert advice based on feedback from Customer Success professionals.
- Common pitfalls to avoid to prevent the situation from escalating.
- An analytical framework that allows 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 program:
“Customer Service & Customer Success,” dedicated to professionals looking to enhance relational excellence at every stage of the customer journey.
Put all the chances on your side to restore customer satisfaction, even after a critical incident.
Adapting escalation to clients' specific situations
Master quiz - Handling an Escalation RequestThis fun and challenging module immerses you in the heart of Customer Service and Customer Success issues through an interactive quiz inspired by the…This fun and challenging module immerses you in the heart of Customer Service and Customer Success issues through an interactive quiz inspired by the greatest game shows. Will you be able to go all the way and take on 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 universe of progressively challenging gameplay, you must answer 15 multiple-choice questions, all based on real cases regarding the management of an escalation request, particularly when customer dissatisfaction requires a more coordinated or higher-level response.
This module can be taken independently for self-assessment or to strengthen your reflexes, or as a complement to the complete “Customer Service & Customer Success” course to build on your knowledge before certification or field confrontation.
The game concept:
- 3 safety levels allow you to validate your knowledge at different levels of rigor
- 3 lifelines available to help you in case of doubt:
- 50/50: two incorrect answers are eliminated
- Call an expert: an explanation clarifies the subject matter
- Skip question: pass your turn and continue the game
What you will review in this module:
- The framework of an escalation request in the context of Customer Success
- The weak signals of customer dissatisfaction that require a different level of response
- The questions to ask to properly qualify the situation
- The art of effectively coordinating the flow of information internally
- The expected posture when dealing with demanding customers
A quick, effective, and motivating module designed for support managers, senior CSMs, or trainers who wish to test, train, or reinforce their reflexes in real-time.