Major product and service problems
Posted: Wed Jan 22, 2025 8:19 am
Arguably the most important issues related to escalation canada b2b leads management involve your customers’ finances. Some examples might be:
Unexpected charges or fees (such as double billing)
Service interruptions or outages
Undelivered or unusable products or services (damaged products, broken links)
Escalation management examples to guide your processes
These types of issues can snowball from a single customer issue to a full-blown call-out if left unanswered.
And again, speed counts. Consider that more than two-thirds (77%) of people expect a response from brands within 24 hours on social media. Especially when it comes to massive customer inconveniences, you can’t let those bad feelings linger. These are situations where you need to jump into action and suggest next steps ASAP.
Inflammatory comments and call-outs
Navigating call-out culture is tricky.
Sometimes it’s difficult to decipher legitimate call-outs from minor complaints or trolls.
However, if your sentiment analysis shows a flood of negative mentions or reviews from industry players, influencers and/or verified accounts, damage control can’t wait. Whether it be a clarification or apology, brands have to find a balance between timely and thoughtful responses to keep the situation from getting worse.
This is yet another situation where the customer care rep that makes the response really matters. Leave delicate situations like these in the hands of people who understand your brand voice and values.
Unexpected charges or fees (such as double billing)
Service interruptions or outages
Undelivered or unusable products or services (damaged products, broken links)
Escalation management examples to guide your processes
These types of issues can snowball from a single customer issue to a full-blown call-out if left unanswered.
And again, speed counts. Consider that more than two-thirds (77%) of people expect a response from brands within 24 hours on social media. Especially when it comes to massive customer inconveniences, you can’t let those bad feelings linger. These are situations where you need to jump into action and suggest next steps ASAP.
Inflammatory comments and call-outs
Navigating call-out culture is tricky.
Sometimes it’s difficult to decipher legitimate call-outs from minor complaints or trolls.
However, if your sentiment analysis shows a flood of negative mentions or reviews from industry players, influencers and/or verified accounts, damage control can’t wait. Whether it be a clarification or apology, brands have to find a balance between timely and thoughtful responses to keep the situation from getting worse.
This is yet another situation where the customer care rep that makes the response really matters. Leave delicate situations like these in the hands of people who understand your brand voice and values.