Irrespective of how efficient and proactive your customer care system is, there will always be cases where you will have to be on your toes and manage accounts of customers that are going through escalation.
The process of escalation management can be a stressful and strenuous task. Hence, it is important that you have a formal process, that will enable your business to painlessly deal with the escalations and handle them as effectively as possible.
When dealing with an escalation issue there is no objective escalation procedure for a guaranteed successful resolution. Although, there are certain guidelines that you can follow which will ensure that your overall chances of success increase when you are dealing with complex internal processes:
Get executives to participate
This is something that every escalation procedure must follow. Your ticketing system should keep the higher-ups of the organization on board when escalating certain queries. Without the involvement of the upper level executives there is a chance that escalations might not be followed through, or the deadlines might be missed.
Have a great team to back you up
The team that you have in place for management of escalation should consist of top contributors from a myriad of different departments. Also, make sure that you eliminate team members from the process who won’t be able to contribute much to the matter, as this will speed up the de-escalation process. It is very important that you have the right talent in your team which will add strength to your efforts.
Also, in-order to manage the process in a smooth manner, you should have an Escalated Accounts Manager in place. This manager should be from the customer support team.
The job of the manager will be to hold the people working on the escalation accountable and push for a resolution.
Keep the process well documented
It’s important that the procedure is clear and easy to understand for everyone involved in the process. This includes understanding what the escalation process is for, and how it works. Also, the associated parties should understand what their specific roles are and how they add to the process.
Keep your deadlines
It is important that you stick to the promises that you make. Implying, don’t make promises that you cannot follow through. When dealing with an escalated issue, you only have one shot to build trust. When you are honest regarding the expectations that your customer can keep from you, then the likelihood of being able to retain this customer improves.
Keep the process iterative
The escalation process should be open to all of your customers. This ensures that the customers are able to escalate for any reason. It is important that you are not limiting any of your customers from escalating an issue. When you start allowing your customers to escalate issues, you end up retaining them for long.
In no way, management of escalated accounts is an easy part of your customer support system, but when done with efficiency, it turns your regular customers into loyal ones.