Customer Service Training
When and How to Escalate
This program is about more than how to deal with, “I want to talk to your supervisor!” It’s also about making good decisions, and developing positive teamwork between reps and their supervisors or managers.
Each organization is unique in its rules, realities, strengths and challenges and so this program is designed to suit. Some of the things this program may address are shown below.
Many organizations have been too busy providing service to take time to create written guidelines for things like making exceptions or waiving fees. It’s also fairly common for existing documents to be out of date or take too long to wade through. When needed:
“Up to You”
Service guidelines often mention “case by case basis,” and “discretion.” On the up-side, flexibility makes it easier to provide good service. This program teaches service reps to avoid common down-sides:
Gosh Darn those Humans
Many groups have more than one manager or supervisor and they don’t always think alike. This inconsistency can make it harder for service reps to make the “right” decisions. Instead of trying to get the bosses to change, we address the issues this way:
Practice Makes Good Partners
Making good decisions, escalating when appropriate, and handling the escalation itself cannot be learned through reading or discussion. Service reps need realistic practice for it all to sink in. But their efforts alone won’t do the job — managers and reps often need practice in partnering more effectively.
“Thank you for the spectacular class you developed and delivered for our call center. Appreciate your insight, wisdom, input and teamwork.”
Kay Armstrong, Direct Banking Manager, Tri Counties Bank