Designing your customer support escalation

Does your company have an escalation procedure in handling an advanced or high-risk customer service concern? If not, it would be advisable to spend some staff time establishing one. Every business should have a set of rules and expectations on how to handle a customer service or support issue to maintain satisfaction. From frontline customer service personnel all the way up to executive management, every member of your customer-handling/interacting team should know what they can and cannot commit to on behalf of the company and when and how to appropriately escalate a problem internally to achieve the most positive and less risky result. Read More..