Escalation Management Framework
Mohammad Nazim
Customer Success Manager
Customer Support Representative
Objective: Develop a structured escalation management framework to effectively handle customer complaints and issues.
Deliverables:
Creation of a detailed escalation process flowchart for the support team.
Training sessions on de-escalation techniques and resolution strategies.
Implementation of a feedback loop for capturing insights from escalated cases.
Establishment of a dashboard for tracking escalation trends and outcomes.
A final report with recommendations for process improvements based on escalation data analysis.
