Knowing when to escalate is the key to getting your install completed faster.
While there are many orders, projects and repairs that you manage, there are reasons you would need to escalate at some point. Knowing when to escalate (Have you tried everything you can think of to resolve the issue?) is the key to determining if escalating gets it in faster. The difficulty in escalating is finding out if an escalation is warranted. It is very important that you understand the reason why an escalation is being requested. It is CRUCIAL that you KNOW and UNDERSTAND the Products and Services as well as the order processes that you are provisioning.
ESCALATION- An increase in the intensity or seriousness of something; an intensification; increase in magnitude or intensity by bypassing the immediate person.
You must stay ENGAGED and RESPOND throughout escalation the process. Keep all parties involved and updated. From my experience, educating our customers minimize the need to escalate. We should not hesitate to escalate within the performing organization and the client’s organization as well. Being proactive in escalating and risk communication is far better than unpleasant surprises requiring costly fixes for the customer as well as the company.
Project escalation is both an art and science, also escalating is very risky and can lead to backfires. Identifying situations where escalating is the only option is the key to completing our projects, orders and repairs successfully. There are occasions where escalating will get service in faster depending on the actual scope of the project and experience and knowledge of the parties involved in the process.
DOES ESCALATING GET IT IN FASTER? SOMETIMES. It depends on the situation. It can be costly to all parties involved.
PRIOR TO ESCALATING KNOW THE ANSWERS TO THESE QUESTIONS
- HAVE YOU DONE EVERYTHING YOU CAN DO TO RESOLVE?
- DO YOU KNOW THE PROCESS?
- WHY ARE YOU ESCALATING?
- WHO DO YOU ESCALATE TO?
- IS THIS THE BEST RECOURSE?
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