Скачать или смотреть When Should Agents Escalate Difficult Customer Calls?

Navigating tough customer interactions is a core part of customer service, but knowing when to escalate can make all the difference. This video explores the critical moments and scenarios where passing a difficult call to a supervisor isn't just an option, but a necessity for positive outcomes.

While the full script isn't available, this video likely covers key strategies and indicators for effective call escalation, such as:
► Identifying specific customer behaviors or situations that warrant immediate escalation to a higher authority.
► Understanding the benefits of timely escalation, including improved customer satisfaction and reduced agent stress.
► Recognizing when an agent's authority or knowledge limits prevent them from resolving an issue independently.
► Learning best practices for preparing a clear and concise summary for the supervisor during an escalation.
► Establishing internal guidelines and training for agents on appropriate escalation protocols and communication.


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