Marci Reynolds

Customer Escalation Management Handbook Marci Reynolds

If you lead a customer facing organization, then you also handle and resolve customer escalations. Escalations take up a significant amount of time, and can have a lasting impact on customer satisfaction, loyalty and spending.

This 65 page handbook will help you prevent and manage customer escalations. It covers escalation process best practices around people, process and communication. Chapters: Escalation process best practicesHow to prevent escalationsHow and when call center agents should transfer an escalation callApproaches to understand why customers escalateHow to train and empower your team membersKey phrases and scripting for effectively handling escalation conversationsWhy escalations can be a good thingHow to keep your boss and the C Levels happyThe importance of follow up

This book includes just what leaders need to prevent and manage complaints and customer escalations. It will help you achieve the best outcomes for customers, employees and your business.