Effective Escalation Contributes to Customer Service Excellence
As a customer, what do you do when your expectations are not met? If a customer perceives that the person they’re dealing with in customer service doesn’t have the authority or care to resolve situations, many customers choose to escalate the matter to someone who does.
Recently, an insurance provider authorized me to proceed with a costly repair and stated it wouldn’t impact our premiums. Two weeks later after the repairs started, I was told that my insurance would increase. After much debate and discussion with customer service, there was no resolution and all they said was “That is our policy.” For me, that meant it was time to escalate. The company had a value of accountability proudly displayed on their website, so I decided to hold them accountable and Emailed members of the senior executive team. Thankfully my escalation worked and received what I was promised.
The Necessity of Escalation
The situation with the insurance company validates studies that say 60% of customers won’t take ‘no’ for an answer. After about four ‘no’s’’, they may say ‘yes’ (both the customer or the organization). This is why multiple touchpoints during escalation are sometimes needed as it accelerates problem solving, leverages authority, strengthens relationships, optimizes results, and lowers associated stress. Escalation may also lead to greater operational efficiency as chronic and repetitive customer problems are better understood and dealt with.
Skills to Reduce Escalation
Customer service is a crucial problem-solving role in any organization which comes with knowledge that when expectations are not met, it may lead to ‘disrespectful’ or ‘demanding’ behaviours. To separate people from the problem, a foundation of the following customer service behaviours and skills are required to reduce the chance of escalation:
- Manage emotions and don’t take things personally
- Demonstrate accountability for any lack of organizational reliability
- Set boundaries by using ‘I’ statements for ongoing client behaviors which cross boundaries (e.g., “I will not continue if…”)
- Provide assurance that the customer and their problem are viewed as important
- Explain the reasoning behind certain policies and procedures
- Exercise empathy and remain objective in problem-solving
- Discover options or alternatives – customers like choice
- Say ‘no’ without emotion, if all of the above has been exhausted
It is important to note that no one is paid to be abused. If a customer continues to be abusive or threatening, it is time to escalate the situation to a manager.
Proactive Practices on Repetitive Issues
If customer service professionals have the skills outlined above, managers are best advised to work with employees on identifying new ways to reduce repetitive escalations by:
- Identifying typical situations or behaviours that lead to escalation
- Discussing best practices in how others have resolved those situations
- Determining when to escalate
- Empowering your team to make decisions that make sense considering factors such as risk and resolution time
- Allowing customer service representatives to decide on resolution options for time-sensitive situations, some policy exceptions, high-value customers, and routine issues
Many escalations can be avoided by being reliable, providing assurance in your authority, using empathy, and being responsive. We all have decision-making limits to mitigate organizational risk; as such, escalations contribute to service excellence and ongoing organizational success.
Kwela’s Exceptional Customer Service course teaches essential skills for building collaborative internal and external client relationships.
Glen Sollors, Partner
glens@kwelaleadership.com
