Overview

If you lead a customer facing organization, then you also handle and resolve customer escalations. Escalations take up a significant amount of time, and can have a lasting impact on customer satisfaction, loyalty and spending. This 65 page handbook will help you prevent and manage customer escalations. It covers escalation process best practices around people, process and communication. Chapters: Escalation process best practices How to prevent escalations How and when call center agents should transfer an escalation call Approaches to understand why customers escalate How to train and empower your team members Key phrases and scripting for effectively handling escalation conversations Why escalations can be a good thing How to keep your boss and the C Levels happy The importance of follow up This book includes just what leaders need to prevent and manage complaints and customer escalations. It will help you achieve the best outcomes for customers, employees and your business.

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