Handling an Escalated call is one of the most challenging
situations in Customer Care and is one that most people wish they would never
have to deal with. However, it is important both to the Company and to the
Customer that the escalated call is handled well, and that the issue is
resolved. Here we offer tried and tested tips for handling any escalated call.
By definition, handling an escalated call is probably going
to be challenging! A call becomes escalated for one of two reasons. One reason
is that the issue is complex and the first Customer Care representative does
not have the knowledge or experience to handle this problem. The second
situation is where the first call went horribly out of control, and the
Customer is now either demanding a more senior person, or is so out of control
that the first Customer Care representative can no longer handle the call. This
second scenario is our area of concern.
Control your Assumptions
Let us look at the first call, before we begin to approach
the second. Your Customer Care Agent might tell you that this is a really bad'
Customer, and much stronger words! It is very easy to get caught up in this
thought, this Customer is one of THOSE types!
Don't let yourself do this, it is one of the first fatal mistakes in taking
an escalated call.
Assume that this Customer is a normal human being, who has a
problem, and is misbehaving. Most people really don't WANT to misbehave they
even resent the fact that they HAVE to, and they feel that your poor service is
forcing them in to this bad behaviour. This is a much more healthy assumption
for handling an escalated call. It will help take you into to a more PROBLEM
SOLVING ZONE, and well away from the destructive defensive zone.
Equally, in 90 per cent of situations it is actually true!
Your first Customer Service agent SHOULD have handled the call without it
getting out of control. In some cases the Customer didn't actually have a
problem at all. They became irate at the way the first call was handled.
Assuming that you have person who WANTS to be calm, will help you handle them
correctly, and will open the door to a more positive call.
Gather the Evidence
When your Customer Care representative comes to you with a
problem call, get all the information very clearly. Encourage your Team Member
to relate the issue like evidence in a police report, calmly and
objectively. Separate the people' from
the problem'. Get an understanding of the problem, the impact on the Customer
of this problem and what was offered already to this Customer.
Get an understanding of the mood and attitude of the
Customer at the beginning of the first call and at the end of the call. In
getting this you can get an idea of how much damage was done during the first
call.
Think of your Goals
Now think carefully about your GOALS when you take the call.
You will have two sets of goals, your Problem' goals and your People' goals.
Ask yourself, when you finish your call, what do you want to have achieved on
the Problem' side? Write this down precisely, not vaguely. Equally, on the
People' side, what mood or emotional state will the Customer have to be in to
agree to your settlement of the problem? How do you want them to feel about
you, the Company, the solution to the problem and about the way we handle our
problems? Write this down too.
Now you have clarity on where you want the call to end. The
call will not begin there. The call will be like a journey, where you will
guide yourself, the Customer and the interaction to this positive outcome.
Show Concern as you Begin the Call
Prepare yourself mentally to take the escalated call. You
want to sound like a confident and strong person, one capable of sorting this
problem out. However, you also want to sound like someone who is interested in
the Customer and his or her concerns.
Begin the call by giving a good introduction, using your title
and your FULL name. Also send a positive message in your introduction, such as
I am anxious to help', or I am sure I can sort this out'.
Don't tell the caller what the problem is just give a
title' to the issue so that they know you have been briefed. Then let the
Customer talk.
Let the Customer Tell the Story
Again, don't assume the Customer is in the same bad mood as
they were earlier, they could well have calmed completely in between the 2
calls. Let him tell the story, and show empathy as he talks. Wait till you have
got the issue from their side, and then REPEAT it back. Give them a summary of
your understanding of the issue. This will reassure the Customer that someone
at last grasps the problem, and they will calm further.
Offer your Solution Positively
Then, and only then, will you offer your solution the
problem. The Customer will now listen to you, and will be much more likely to
work with you to achieve a good solution for both parties.
At the end of your solution DON'T LEAVE A GAP, always ask a
closed question to try to get the caller's agreement. If you leave a gap, they
will open the issue again, always close it down.
These few tips and techniques will really help with any
escalated call. But, as these are high level call handling skills, the real
secret is to keep practicing!
Disclaimer: All information on this site is provided for informational purposes only! By no means is any
information presented herein intended to substitute for the advice provided to you by any health care or other professional
or organization.
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