Customer Service Tips for Determining When to Escalate

Customer Service Training Resource
October 9, 2012 — 2,012 views  
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Customer Service Tips for Determining When to Escalate

Customer service representatives are an important part of any business or corporation. The customer service rep is often the first person a customer or client will speak to. It is important that customer service reps are trained in effective communication skills. A customer or client will often form their first impression of the company when they speak with a customer service rep. Not all calls that are received can be handled by a customer service rep. 

There are times when calls need to be routed to a supervisor or a manager. These escalated calls include angry customers or clients, the continued use of profanity and difficult questions the rep may not be able to answer. Customer service reps are often trained to handle difficult customers or clients. However, if the caller continues to be threatening or abusive, the customer service rep will escalate the call to a manager. 

Customer service reps handle many calls from polite customers. There are also times when a call will come through that may be out of the representative's skill level. Reps are trained to recognize these calls, and send them to a manager. Customer service reps handle a lot of responsibility. The goal is to make the customer or client happy. Sometimes that is not possible and the rep must send the call to the manager. Reps must be effective listeners and problem solvers. 

The client or customer is depending on the rep for help with whatever problem they may be experiencing. The customer service department plays a large part in maintaining customer satisfaction. A rep must identify the customer's needs quickly. Customers are looking for help or they have questions when they call. Customer service training includes learning how to communicate, identify and resolve customer issues. Many reps take up to 100 calls per day. This can be a lot of stress for some representatives. 

The client service manager knows how to deal with difficult customers. A rep should escalate a call when they no longer feel they can resolve a customer's issues. Since the customer is a vital part of any company or organization, difficult calls are escalated. A customer service rep should always treat the customer in a professional manner. If the customer becomes abusive, it is not necessary to stay on the phone with them. You can quickly transfer the call to the manager. Customer service departments play an important part in the success of the company.

 

Customer Service Training Resource