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Customer Escalation Management Handbook: Prevent and manage escalations. Achieve the best outcomes for your customers, employees and business.
Paperback
Publisher: Independently Published
Published: Mar 28 2019
Pages: 68
Weight: 0.23
Height: 0.14 Width: 6.00 Depth: 9.00
Language: English
Escalations take up a significant amount of time. Escalations can have a lasting and negative impact on customer satisfaction, loyalty and spending. Resolving escalations is stressful and hurts employee morale.
This 65 page handbook will help you prevent and manage customer escalations in your business environment. It will cover escalation process best practices and much more:
- 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 is direct and to the point, with no fluff. It 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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