Beyond the Online Help Desk: Knowing When to Escalate an Issue
Forrest Gump knew what he was talking about when he said life was like a box of chocolates. For customer support reps, some days on the job are like a rich truffle, while others are like those nasty drugstore fruit nougats. You may be nursing a killer headache, or falling asleep despite the 5-hour energy drink you just consumed.
But no matter how you're feeling, there's no excuse for dismissing a customer's concerns. If a chain of emails between you and a customer threatens to fly south for the winter, it's time to take a deep breath and bring in the big guns - the telephone. Let's break down a major customer support fail to see where and how the rep should have taken action. Documented on a blog called Technoracle, this customer support chain of emails deserves a place on the Wall of Shame.