Comments on: Customer Escalations and You http://www.serviceuntitled.com/customer-escalations-and-you/2009/11/06/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Andy Sinsel http://www.serviceuntitled.com/customer-escalations-and-you/2009/11/06/comment-page-1/#comment-1048424 Andy Sinsel Mon, 23 Nov 2009 16:04:33 +0000 http://www.serviceuntitled.com/?p=1213#comment-1048424 I find it vital to the health of the customer care organization for managers, senior manager, directors and above to handle escalations periodically. There is no faster way for organizational leaders to quickly grasp the level of frustration being experienced by a customer than to speak to them directly. This also serves to provide much-needed perspective to the representatives handling customer contacts and the tools and information they have to work with. Finally, it provides a terrific opportunity to show the representatives on the floor that their job is important and that their leaders understand what they do. I'm proud to say that at my company, when a customer wants to speak to the next level, they are always afforded that opportunity, up to and including the CEO! I find it vital to the health of the customer care organization for managers, senior manager, directors and above to handle escalations periodically. There is no faster way for organizational leaders to quickly grasp the level of frustration being experienced by a customer than to speak to them directly. This also serves to provide much-needed perspective to the representatives handling customer contacts and the tools and information they have to work with. Finally, it provides a terrific opportunity to show the representatives on the floor that their job is important and that their leaders understand what they do.

I’m proud to say that at my company, when a customer wants to speak to the next level, they are always afforded that opportunity, up to and including the CEO!

]]>