what should i do, as a customer service rep, to escalate a call?

Question

I have an interview for a reputable wireless phone company and one of the job criterias it to be able to escalate a call.i know what it mean to deescalate a call but what does it mean to escalate a call

Answer 1

From my experience working with MCI, to escalate a call means that you have done your best or "due diligence" to help the customer with their problem. You must do everything in your power, without offending the customer, to satisfy their needs. Once you determine that you are no longer able to help them, you get a manager or supervisor on the phone. You should never do a "cold transfer" to a manager without explaining the situation first.

Hope that helps.

Answer 2

probably the opposite of deescalate

escalate (ès´ke-lât´) verb
escalated, escalating, escalates verb, transitive
To increase, enlarge, or intensify: escalated the hostilities in the Persian Gulf.

verb, intransitive
To increase in intensity or extent: "a deepening long-term impasse that is certain to escalate" (Stewart L. Udall).

[Back-formation from escalator.]
- es´cala´tion noun
- es´calato´ry (-le-tôr´ê, -tor´ê) adjective

Excerpted from The American Heritage® Dictionary of the English Language, Third Edition © 1996 by Houghton Mifflin Company. Electronic version licensed from INSO Corporation; further reproduction and distribution in accordance with the Copyright Law of the United States. All rights reserved.

Answer 3

I would assume it means to take care of the call in as timely a manner as you can and still achieve the result the customer wants while making sure to be polite.

Answer 4

I am guessing that you take a cold call and build it up into a huge sale. Maybe like selling the customer a calling plan, then talking them into a new phone, extended warranty, headsets, etc. Just a guess...

Answer 5

It's like upselling or getting the client to keep coming back to you on a repeat basis.