From the course: IT Service Desk: Customer Service Fundamentals
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Escalation procedures: Why
From the course: IT Service Desk: Customer Service Fundamentals
Escalation procedures: Why
- A customer service philosophy that I live by is the four Fs. Customers want friendly fast service and they want it fixed right the first time so they don't have to contact a service desk again. But what happens when there's an issue that cannot be resolved the first time or on the first contact? We now have to engage what we call the escalation process. An escalation is the process of sending an issue to another resource for resolution. This resource could be a manager, a team lead, a supervisor, peer, deskside technician, second level technician. You get the picture. Why would we need to escalate an issue? Perhaps the customer insists on an escalation, demands to speak to a manager, and/or won't cooperate with us at all. So we would need to engage a managerial resource to assist us with a customer. This is defined as a hierarchical escalation. The customer could be a VIP and the process is to escalate the VIP to a specific group or individual for resolution. Perhaps the issue is a…
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