Training your team to handle escalations

[fomayof928@mowline]

A proactive post on X from the PNC Bank Help account that reads: Good morning! How can we assist today? Message us if you need us!
Regardless of industry, the key to exceptional escalation processes is making the hand-off as frictionless as possible for the consumer. PNC Bank pulls this off by making it easy for users to self-escalate by prompting them to move chats to X (formerly known as Twitter) DMs at the click of a button.

If a good escalation management strategy is iterative, canada b2b leads then your training procedures must be, too. Both team structures and customer concerns are anything but static. Regular training sessions help refine your teams’ skills, creating better customer service experiences.

These trainings can look like:

Tool training: Walk through your escalation process across all involved customer service software tools. Be sure to record these sessions so employees have them available for future reference.
Service simulations: Plan practice sessions where agents navigate real-world escalation scenarios in a lower stakes environment.
Resource sharing: Documentation is paramount, especially if you’re working in a remote or hybrid environment. Ensure all your resources are up to date and easily accessible, so your agents have everything they need to succeed.
Pro tip: Include this social media customer service training deck in your training materials, so support agents can move easily between channels. It’s templatized, so you can update it to include your social media escalation management processes.

Create your plan for customer escalation management
Customer expectations are always rising. To meet and exceed them, you need to be proactive. An escalation management process is one way to ensure service issues are anticipated and addressed before they spiral out of control.