Escalation Resolution
(การแก้ไขปัญหาการยกระดับ)
Definition
Escalation Resolution (การแก้ไขปัญหาการยกระดับ) Soft Skill
The ability to effectively manage and resolve issues that have been escalated, ensuring timely and appropriate solutions while maintaining communication and customer satisfaction.
Expertise Level
Level 1
Basic
1. Understands the escalation process and guidelines.
2. Can identify when to escalate an issue appropriately.
3. Communicates clearly with supervisors or managers during escalation.
Level 2
Intermediate
1. Manages escalated issues by gathering relevant information efficiently.
2. Collaborates with stakeholders to find practical solutions.
3. Keeps affected parties informed throughout the resolution process.
Level 3
Advanced
1. Leads resolution of complex escalated issues with strategic approaches.
2. Proactively identifies root causes to prevent future escalations.
3. Effectively negotiates and mediates to maintain strong relationships and customer satisfaction.
