Customer Escalation Management
(การจัดการการยกระดับลูกค้า)
Definition
Customer Escalation Management (การจัดการการยกระดับลูกค้า) Hard Skill
The ability to effectively handle and resolve customer issues that have been escalated beyond the initial level of support, ensuring customer satisfaction and maintaining a positive relationship.
Expertise Level
Level 1
Basic
1. Understands the escalation process and when to escalate issues.
2. Communicates clearly and calmly with customers during initial escalations.
3. Documents customer concerns accurately for further handling.
Level 2
Intermediate
1. Manages escalated issues by investigating and identifying root causes.
2. Coordinates effectively with different teams to resolve customer problems.
3. Keeps the customer informed throughout the escalation resolution process.
Level 3
Advanced
1. Proactively anticipates potential escalations and implements preventive measures.
2. Leads complex escalations to successful resolution ensuring long-term customer satisfaction.
3. Analyzes escalation trends to improve processes and reduce future occurrences.
