Understanding the urgency of escalations
Standalone e-learning module or integrated into the “Customer Service & Customer Success” course
Become aware of the strategic impact of a poorly managed escalation request: increased customer dissatisfaction, team overwhelm, loss of business credibility, etc. This module helps you lay the right foundations to understand why the urgency of an escalation goes beyond a simple routine operation and requires rapid, structured, and coordinated action.
✔ Ideal for Senior Support and Customer Success Managers dealing with demanding or dissatisfied customers, this module allows you to:
• Detect weak signals of customer dissatisfaction in escalation
• Understand the concrete risks to brand image and customer loyalty
• Understand the expectations of both the customer and the organization
• Establish the right postures from the outset of an escalation
Much more than a reminder of good practices, this module is a real awareness raising, laying the essential foundations before any effective treatment.
➡ Can be followed independently or as an introductory module of the “Customer Service & Customer Success” course, integrating: fundamentals, good practices, varied contexts, interactive simulator and final quiz.
