How do you effectively escalate a call to a supervisor or manager?

1 Identify the need for escalation

Determining whether it is appropriate and justified to escalate a call is the first step. Common reasons for escalation include when a customer requests to speak to a supervisor or manager directly, is angry, abusive, or threatening and you cannot calm them down, has a complex or sensitive issue that is beyond your scope or authority, or has a complaint or feedback that needs to be addressed by a higher level. If any of these scenarios apply, politely inform the customer that you will transfer them to someone who can assist them better. However, do not use escalation as an excuse to avoid or dismiss the customer's concerns. Instead, try to resolve the issue yourself first and show empathy and professionalism.

2 Prepare for the transfer

Prior to transferring the call, it is important to do some preparation for a smooth and efficient handover. You should explain to the customer why you are escalating the call and what they can expect from the supervisor or manager. Additionally, you should ask for the customer's name, phone number, and account number (if applicable), and confirm them. It is also important to summarize the customer's issue, history, and expectations in a concise and accurate way. Furthermore, choose the right supervisor or manager to transfer the call to based on their availability, expertise, and authority. Lastly, notify the supervisor or manager that you are transferring a call and provide them with the relevant information.

4 Follow up after the transfer

After you transfer the call, don't forget to follow up on the outcome and feedback. You should check with the supervisor or manager how the call went and what actions were taken. Additionally, update the customer's record or file with any relevant notes or details, and document the transfer process and reason for escalation in your call log or report. Furthermore, learn from the experience and identify any areas for improvement or training, and seek support or guidance from your supervisor or manager if needed. Escalating a call to a supervisor or manager can be difficult, but it also provides an opportunity to improve your customer service skills and build a positive relationship with your customer. Following these steps will help you escalate a call efficiently and professionally while ensuring that your customer receives the best possible service.