Customer Escalation Best Practices

At some point or another, a customer may escalate for various reasons. It is important to follow the steps below to ensure the customer’s concerns are addressed and a resolution is implemented. We need to address any escalations as soon as they are received to ensure we are able to maintain a positive relationship with the customer.

Customer Escalations

1. Notify the Team Lead about the customer’s concerns immediately. The CSM should schedule a 15-30 minute call with the Team Lead to discuss.
   1. Come prepared to discuss the customer’s concerns; along with a possible resolution.
2. Once the CSM and Team Lead have met to discuss the concern, they will determine if any other team members need to be informed.
   1. If so, the CSM will need to schedule a 15-minute call with all appropriate team members to discuss the customer’s concerns and appropriate next steps.
   2. A recap email should be sent to the team outlining the next steps.
3. The CSM should follow up with the customer using their preferred method of communication. It is recommended that you speak with the customer via phone or Zoom first to avoid any miscommunication.
   1. Once the CSM has spoken to the customer; a recap email should be sent to the customer documenting the next steps.
4. All conversations should be documented in the respective CRM system (currently Method).
5. Team Leads should follow up with the customer within 7-10 business days, to ensure there aren’t any additional issues and that they were comfortable with the resolution provided.
6. If the customer is at-risk for cancellation, please reference this KB Article for the next steps.