What does "Escalation" mean?
What does "Escalation" mean?
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Escalation can happen immediately in customer service. An agent who takes a call might recognize immediately that they don't have the expertise or resources to answer a question, or the caller is asking to speak with someone else. So, they transfer the request to another team member such as a Supervisor or Manager. Such a process is called 'functional escalation'.
How to handle an Escalation Situation
How to handle an Escalation Situation
Validating their complaints let’s the customers know they are being listend to.
“I’m really sorry you’ve encountered this issue. Unfortunately, this item is not available at the moment.”
Pro-tip: It is not absolutely necessary to say “I’m sorry”, however, it does go a long way and it is the best way to communicate empathy as well as acknowledgement.
Compromising and working together to solve the issue creates a constructive and trusting relationship with your company.
“We are going to send you an email to notify when it is available again.”
Pro-tip: make sure to repeat the solution chosen, the time frame as well as the next steps you will take.
Offering solutions while being understanding reassures and soothes the customers.
”Would you like to receive a notification when it is available again?”/ “Would you like to see similar items?”
Pro-tip: before suggesting any solution, confirm with the customer their concern, for example if it is about shipping address or billing address.
Addressing any other question decreases the possibility of a future more angry call.
“Is there anything else I can do for you?”
Pro-tip: when closing contact, remind the customer which service channels are available for them if something else arises, and communicate it was a pleasure to be of help.
Appeasement Ladder
Appeasement Ladder
Orders including Dyson Products are excluded from this ladder
If an online order has a Dyson Product,
then a appeasement refunds or discounts
is not allowed to be issued to that order.
The purchasing customer can still receive an appeasement, but not in the form of a refund to the order.
[unless approved by SUPS]
Instead ask SUPS if okay to send an appeasement E-Gift Card
Scenarios of Great Customer Service vs. Not Great Customer Service
Scenarios of Great Customer Service vs Not Great Customer ServiceHow to De-Escalate an Escalated Customer
Call Handling - How to De-Escalate an Escalated CustomerRequests to Speak with a Supervisor
Requests to Speak with a Supervisor
If the rep has attempted every step shown above and have made every attempt to assist in a situation:
Customer Service Reps are unable to transfer calls to other reps in Singlecomm.
Reps can only transfer calls to the SUP Line when a Supervisor is available and accepts the call.
How to transfer a call to Sup Line:
Advise the caller the following:
“Before your call is transferred to our supervisor line, please confirm your name, phone number, and email address so that we can re-establish this call in case it gets disconnected at any point.”
Then, post to the ccbluemercuryteam Slack channel asking if a supervisor is available to speak with a caller and include the confirmed information.
In Singlecomm, on the left hand side of the call page, you’ll see a blue button labeled “Blue Mercury Supervisor”. Click “Blue Mercury Supervisor" button once an available supervisor has confirmed that they can accept the call and are ready to accept the call.
**Do not have the caller on hold before you hit “Blue Mercury Supervisor”.
When the supervisor has accepted the call, you can then click the red Hang up button in Singlecomm.
Transferring CS to SUP Line Video
Transferring CS to SUP Line Video
Sending CS to BM Sup Line.mp4If Supervisor is unavailable - during Weekends
If Supervisor is unavailable - during Weekends
If there are no available supervisors to accept the call proceed with the following:
Verify the customer’s first and last name, telephone number, and email address (and order # if applicable)
Apologize and Advise the caller that: Unfortunately we do not have any supervisors available to accept their call at this time (due to current call volume and/or assisting other callers at this time) however a request including all discussed details will be submitted for our management team to contact them as soon as possible the following Monday. Can always say 24-48 business hours.
Send an email to ER for Escalation Sup Call Req including the Customer’s name, telephone number, email address, (order # if applicable), and reason for request to speak with supervisor/brief summary of issue. Email Subject line: BLUE ESCALATION SUP CALL REQ *FIRST NAME *LAST NAME
If Supervisor is unavailable - during Weekdays
If Supervisor is unavailable - during Weekdays
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