Escalation, warm handoffs and follow-through

Skills you'll practise

• Decide whether a case needs escalation using authority, expertise, risk and time triggers
• Write an escalation note that lets the receiver act without re-asking the customer
• Carry out a warm handoff and tell the customer who has the case and when they will hear next
• Keep a commitment log and make every promised callback on time, even without news
• Close a case only when the outcome is confirmed or the closure rules are met

Course outline

1. 1.Escalation, warm handoffs and follow-throughVideo · 2 min
2. 2.When a case needs someone elseLesson · 15 min
3. 3.Escalation notes and warm handoffsLesson · 15 min
4. 4.Follow-through: commitments, callbacks and closingLesson · 15 min
5. 5.Escalation, warm handoffs and follow-through: knowledge checkKnowledge check · 19 questions
6. 6.Escalation, warm handoffs and follow-through: practical exerciseKnowledge check · 1 question
7. 7.A refund nobody ownsScenario
8. 8.Final exam10 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ISO 10002:2018 Quality management: Customer satisfaction: Guidelines for complaints handling in organizations
• ISO 18295-1:2017 Customer contact centres: Part 1: Requirements for customer contact centres
• Your organization's service procedures, authority limits and escalation paths
• General customer service and field service practice (starter content; needs subject review)