Consumers - How to Escalate Your Complaint & Win |
Escalation has been a term in currency within customer service units for many years. It is the process of moving a client's inbound call or complaint up from one level of support, or discretion, to the next. Typically, at Level One, which is where most of us dial-in, unless we're corporate buyers who are sent to a special cue, CSR's cannot give us anything except excuses. At Level Two, it's an entirely different story, says this CNBC expert commentator, top speaker, and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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