How to Escalate

When to Escalate

Escalate immediately if:

• Customer is angry or yelling
• Customer asks for a manager
• ALL complaint tasks (no exceptions!)
• You don't know the answer
• Pricing or refund questions above your authority
• Customer threatens legal action or BBB

Handle yourself if:

• Simple questions you can look up
• Normal customer conversations
• Things within your authority

Step-by-Step: How to Escalate

Step 1: Click "Escalate" Button

Top of your task page → Click "Escalate" → Form appears.

Step 2: Select a Category

Not sure? Pick the closest match.

Step 3: Fill in Details & Submit

Write a quick note:

• What the issue is (1-2 sentences)
• What you tried
• Why you're escalating

Then select contact method (Call/Text/Email) and click "Escalate to Account Team".

Example:

Issue: Customer disputing $450 charge. Tried: Explained policy, offered payment plan. Why: Customer demands manager, threatening BBB.

What Happens Next

• Task removed from your queue
• Account team gets notified
• They contact customer directly
• You're free to claim your next task

Timeline: Urgent = same day, Standard = 2-3 days

What to Tell the Customer

Before escalating:

"I'm escalating this to our account team. They have more authority to help you."

If they ask when:

"Someone will contact you within [1 business day] by [phone/email]."

If they're frustrated:

"I'm escalating because I want you to get the best help possible."

Still Stuck?

Need help? Ask your supervisor or call support: 555-1234

Related pages:

• Customer is Angry
• Customer Wants Manager

Video Tutorials