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Develop a Simple Process for Escalation

Description

The aim of this module is to provide the learner with the knowledge and skills to create efficient procedures for escalating customer concerns or complaints, facilitating effective resolution.

This module will cover:
  • Understanding the fundamental nature of escalation, its necessity, and appropriate timings.
  • Exploring the elements of customer escalation management.
  • Examining the procedures integral to the escalation process.
On completion of this module, learners will be able to:
  • Explain the definition of escalation.
  • Comprehend the underlying reasons for escalations.
  • Recognise the necessity of the escalation process.

Module Structure:

LEARNING OBJECTIVES
Aims and Learning Outcomes

TOPIC 1: WHAT IS ESCALATION
What is Escalation
Customer Escalation Management
Summary
Knowledge Check

TOPIC 2: WHY ESCALATION IS NEEDED
Why Escalation is Needed
Components of Escalation Management
Summary
Knowledge Check

TOPIC 3: THE ESCALATION PROCESS
The Escalation Procedure
Continuous Improvement
Summary
Knowledge Check

END OF LEARNING MODULE
End of Learning Module Summary

The learning module plus the assessment module will take approximately 60 minutes to complete.

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