Customer Service Tips for Determining When to Escalate

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February 23, 2022
Author: Lorman Education

A customer or client will often form their first impression of the company when they speak with a customer service rep, but not all calls can be handled by CS. Sometimes calls need to be routed to a supervisor or a manager. Read on to learn why.

Why Some Calls Must Be Escalated

Customer service reps are often trained to handle difficult customers or clients. However, if the caller continues to be threatening or abusive, the customer service rep should escalate the call to a manager. The goal is to make the customer or client happy. If that is not possible, the rep must send the call to the manager. 

The call doesn't necessarily need to be an angry customer to be escalated. Many calls will be pleasant, but beyond the rep's skill level. They must be trained to recognize these calls and send them to a manager.

The client service manager knows how to deal with difficult customers and complicated questions. More importantly, the longer a rep spends on a case they can't manage, the more likely the customer is to get frustrated and the longer the wait for customers on hold. Many reps take up to 100 calls per day, making their time absolutely crucial.

Training for Tough Conversations

While reps should be prepared to escalate in extreme circumstances, they should also be trained to manage as much on their own as possible. There are several important skills to acquire for the short and long-term satisfaction of customers.

Reps must be effective listeners and problem solvers. The client or customer is depending on the rep for help. Because the customer service department plays such a vital role in maintaining customer satisfaction, reps must identify the customer's needs quickly.

Customer service training should include learning how to communicate and listen to fully understand the circumstances that led to the call.

A customer service rep should always treat the customer in a professional manner. If the customer becomes abusive, the rep must be able to keep their cool as they transfer them on to a supervisor.

For More Information

With so many necessary skills to be an effective customer service rep, continuing education is an absolute must. Browse dozens of live and ondemand customer service courses on the Lorman Learning Platform.

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