Show navigation

Available in:

OnDemand Webinar

Is Escalation the Answer? Trading off Skill-Based Routing vs. Escalation to SMEs and Supervisors

CSRs have to escalate due to lack of skill or authority, or occasionally because of inability to handle a customer's emotional outburst. Their need to escalate can be reduced via more skill and authority but there is a cost of imparting that to the whole floor. This OnDemand Webinar will provide you with guidance on how to decide when to create highly skilled front line reps vs. using skills based routing to reduce escalations and when escalation will be the easier solution. Additionally, there are many prevalent myths about empowerment, call routing, and service that lead to wasted resources as well as customer and staff frustration. This program, based on 40 years of research on service and complaint handling, will help you understand the key aspects of an effective, best practice system that will enhance first-call resolution while improving utilization. Case studies from technology, financial services, CPG, retail, pharma, utilities, and B2B environments will be used to illustrate.

You will learn the causes of customer dissatisfaction and escalation, customer behavior and expectations (for both consumer and B2B customers), key functions of a best-practice contact handling system that reduce escalations - how retail processes differ from phone and online systems in terms of escalation, using your voice of the customer and quality auditing processes to identify opportunities for more empowerment and reduced escalation, pitfalls in escalation reduction and empowerment and checklist for evaluating your escalation process.


Runtime: 80 minutes
Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Customer Expectations for a Contact

Causes of Escalation

Elimination of Frustrations and Mistakes in the Phone Tree

Factors Required to Avoid Escalation

  • Empowerment
  • Tools Including Auto-Retrieval of Data
  • Training
  • Empathy
  • Partners Who Follow Through

Identifying Opportunities for Reduction in Escalation - Pass on to SME or Handle to Completion

Relative Advantages and Disadvantages of the Universal Rep and Skills Based Routing

Prevention of the Need for Escalation Is Still the Best Strategy

Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

John Goodman

John Goodman

Customer Care Measurement & Consulting LLC

  • Vice chairman, Customer Care Measurement & Consulting LLC
  • A customer experience researcher, innovator and entrepreneur
  • Previously with TARP US, as co-founder, president and vice chairman
  • Directed the 1970's breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, he is one of the original trailblazers of the customer experience industry
  • His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center
  • Authoritative consultant in the field of customer-driven quality, having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector
  • John's first book, Strategic Customer Service, presents a proven, practical approach for leveraging the profitability of better customer relationships; his second book, Customer Experience 3.0, shows how ten types of technology including CRM, social media, gamification, online communities, video, speech analytics and chat can make customer experience proactive, preventive and engaging and how to gain CFO support for it
  • M.B.A. degree, Harvard University Business School; B.S. degree in chemical engineering, Carnegie Mellon
Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 390602
Published 2012
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!