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In: Customer Escalations

Reducing Customer Escalations Video Series, Episode 1 At times, salespeople overpromise and offer things during the sales cycle that the customer service teams can not implement or support. This often leads to missed dates, customer dissatisfaction and escalations. Why does this happen? How can we prevent it?  In this 60 second video, I share two tips to prevent this mismatch in customer expectation setting from happening. Clearly documented and communicated, product and service offerings Effective exception approval processes Salespeople have challenging jobs. Service professionals have challenging jobs. Let’s work together to avoid customer escalations and improve the customer experience. Want more on this topic? ToRead More →

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In: Business To Business, B2B, Customer Escalations

Hello blog readers! A few years ago, I published a post on customer escalations called “10 Tips To Master Customer Escalation Management”. At first it got what I would call normal readership with about 700 views per month. But then something crazy happened. In 2018 into 2019 it went viral, and began to get close to 3,000 per month, a 300 percent increase. Customer escalations are a popular topic. Wow! Most of these blog readers landed on my site after using a search engine with phrases like, “client escalation management”, “how to avoid supervisor calls”, “better way to handle escalations” or “how to reduce escalations”. Read More →

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In: Communication Best Practices, Customer Escalations, Customer Experience

Skills to manage customer escalations need to be part of any successful manager’s toolkit. Google’s Dictionary defines escalation as “an increase in the intensity or seriousness of something; an intensification”.  When customer expectations are not met or they feel that their views have not been heard, it is human nature to want to “intensify” and escalate to the next level. There is a general belief among many customers, that if they escalate to a senior leader, then action will happen faster. However, this is not always the case. Your first priority as a leader is to prevent un-needed escalations from occurring. If the experts closestRead More →