Escalation Management

Escalation Management in customer service refers to the process of handling issues that cannot be resolved at the first point of contact. When a customer service representative cannot solve a problem, the issue is "escalated" to a higher level of expertise, such as a supervisor or a specialized team. This ensures that complex or urgent issues receive the attention they need, leading to faster and more effective resolutions. The goal is to provide customers with the best possible support and enhance their overall experience with the service.