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Under what circumstances should a call be escalated higher up. Is it better to have a customer loyalty manager who would decide the customers worth by the no of company products he uses and may be allow a discount or even a refund that would be for the co’s long term survival in the market?
Have a clear strategy in place for when calls should be escalated. The more you empower an agent to resolve an issue on his own, the less you will have to deal with escalated calls. Encourage agents to listen more closely to customer concerns so they can effectively handle objections and satisfy the customers' needs. Agents should never take things personally. A customer may be having a bad day or just be a grouch. Advise agents to adopt a helpful mentality and treat every customer with respect. This should disarm customers who may not be in a good mood.
As an example "Through my own previously executed project for KNPC MAA Refinery 5-Years Unit Price / CPO / PC projects" I do have the reference of 7~10 years old unit prices for Mec. / Civil / E &I) works. At present, I use to add pro-rata basis adding 30% to 55% more in the previous U/Price, depending on identifying/weighing the proportion of manpower/material in order to find which is the denominating Factor for Assessing and evaluate to work out Final price, especially with an objective to provide Optimized Proposals.
Escalation process depends on the type of company or product which the customer has accustomed to. For example: In a banking process if a customer is calling us regarding the deduction of funds from his account without any notification. We need to make sure that the information provided by the customer is accurate. If it is, we are required to calm him/her and assure that no funds were deducted without permission. Give logical explanation regarding the deduction. If the customer is happy and understands what we conveyed to him/her. There is no need of Escalating the call to higher level. If the customer is wrong in his information and demands anything which does not belong to them, we might better escalate it to the Hierarchy.
An escalation process in different support establishments vary depending on the type of service that they have. In a technical support group, this involves setting up thresholds for certain issues to be addressed at certain levels. Typically it is a tiered setup. For example, Tier1 can handle issues that can be easily resolved by just a phonecall and when the Tier1 representative feels that the issue cannot be resolved at his level (if for example the problem cannot be resolved by their team alone and needs to be addressed by other support teams/departments with higher level of authority) it is then escalated or moved to the next higher team. This way the issues are segregated depending on their severity and type of resolution.
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