When to Escalate

• Require approval beyond your authorization (credits over $20)
• Customer requests supervisor
• Complex policy interpretation needed
• Unusual circumstances requiring judgment call
• You've exhausted standard troubleshooting without resolution

Response Time

• Immediate (if available)
• Within 30 minutes (if busy)
• Callback within 2 hours (if offline)

When to Escalate

• High-value customer issues (VIP accounts)
• Require approval over $50
• Potential legal or regulatory implications
• Staff conduct complaints
• Service failures affecting multiple customers
• Contract disputes or early termination exceptions

Response Time

• Immediate (for critical issues)
• Within 4 hours (for high priority)
• Within 24 hours (for standard escalations)

Technical Support Escalation

When to Escalate:

• Complex network or technical issues
• Multiple troubleshooting attempts failed
• Requires backend system changes
• Equipment replacement needed
• Service quality issues (speed, coverage, reliability)

Billing Team Escalation

When to Escalate:

• Complex billing disputes
• Billing system errors
• Large credit requests (over authorization limit)
• Multiple billing cycles affected
• Requires billing system investigation

Fraud Team Escalation

When to Escalate:

• Suspected identity theft
• Unauthorized account access
• Fraudulent charges
• SIM swap fraud
• Account takeover attempts

Legal/Compliance Team Escalation

When to Escalate:

• Customer threatens legal action
• Regulatory complaint filed
• Subpoena or official information request
• Deceased customer account handling
• Data protection concerns

Retention Team Escalation

When to Escalate:

• Customer wants to cancel service
• High-value customer considering leaving
• Competitor offer evaluation needed
• Win-back scenarios

Before Transferring to Supervisor

1. Attempt to resolve at your level
2. Explain what you can do within your authority
3. If customer still requests supervisor, ask why:

"I'd be happy to connect you with my supervisor. Before I do, can I ask what you're hoping they can help you with? I want to make sure I haven't missed anything I can do for you right now."

If Escalation Necessary

1. Inform customer you're transferring to supervisor
2. Provide expected wait time
3. Offer callback option if wait is long
4. Brief supervisor on situation (without customer hearing): - Customer name and account number - Issue summary - What's been tried - Customer's emotional state - What customer is requesting - Your recommendation
5. Stay on line during transfer if possible
6. Follow up later to learn outcome

Warm Transfer Script

To Customer:

"Mr. [Name], I'm going to transfer you to my supervisor [Supervisor Name] who can help with this. Please hold while I brief them on your situation."

To Supervisor:

"[Supervisor], I have Mr. [Customer Name] on the line, account [number]. He's been experiencing [issue] for [duration]. I've already tried [troubleshooting steps]. He's requesting [resolution]. He's understandably frustrated. I recommend [suggestion]. Are you able to speak with him now?"

Back to Customer:

"Mr. [Name], I have [Supervisor Name] on the line who will help you. I'll be transferring you now. Thank you for your patience."

Required Information

• Customer account number and contact details
• Service type (mobile, broadband, both)
• Specific issue description
• When issue started
• Frequency (constant, intermittent, specific times)
• All troubleshooting steps already taken
• Test results (speed tests, signal readings, etc.)
• Error messages received
• Equipment details (model numbers, firmware versions)
• Customer's availability for technician visit or callbacks

Ticket Creation Process

1. Navigate to Technical Support → New Ticket
2. Select appropriate category and priority level
3. Enter all required information
4. Attach any screenshots or diagnostic files
5. Set customer contact preference
6. Submit ticket
7. Provide ticket number to customer
8. Explain expected resolution timeline
9. Set follow-up reminder for yourself

Common Reasons

• Want exception to policy
• Didn't get desired answer from agent
• Believe supervisor has more authority (true)
• Want to complain about service or agent
• Feel agent isn't taking them seriously
• Want to escalate urgency of their issue

Empowerment Techniques

Try these approaches before escalating:

1. Reframe Your Authority:

   "I understand you'd like to speak with a supervisor. What I can tell you is that I have full authority to [specific actions within your power]. Let me see if I can help you without the wait. Would that be okay?"

2. Understand the Real Need:

   "I want to make sure I'm getting you to the right person. Can you tell me specifically what you're hoping a supervisor can do for you?"

3. Offer Alternatives:

   "While a supervisor can certainly speak with you, I want to let you know that [alternative solution]. Would that address your concern?"

4. Be Transparent:

   "I want to be upfront with you - a supervisor will tell you the same thing I'm telling you about our policy on this. However, they do have authority to make exceptions in certain circumstances. Would you like me to transfer you?"

Situations Where Escalation Won't Help

• Customer wants exception to clear, firm policy with no flexibility
• Customer is asking for something illegal or against regulations
• Issue is simply requiring time/patience (e.g., waiting for port completion)
• Customer already spoke with supervisor who provided same answer

How to Decline Escalation Appropriately

"I understand you'd like to speak with a supervisor. I want to be transparent with you - I've checked with my supervisor about this specific situation, and they've confirmed that [policy/limitation]. A supervisor would tell you the same thing. However, if you'd still like to speak with them, I can arrange that. Would you prefer to speak with them now, or would you like me to have them call you back?"

Setting Realistic Expectations

• Explain what supervisor CAN do (authorize exceptions, provide explanations)
• Explain what supervisor CANNOT do (change firm policies, override regulations)
• Provide realistic wait times
• Offer callback option for long waits
• Assure customer their issue is being taken seriously

Essential Information to Provide

• Customer name and account number
• Brief issue summary (2-3 sentences)
• What's been attempted so far
• What customer is requesting
• Customer's emotional state
• Any deadlines or urgency factors
• Your assessment and recommendation

Effective Briefing Template

"[Escalation Point], I need to escalate [Customer Name, Account #]. They're experiencing [issue]. I've tried [actions taken] but [result]. They're [emotional state] and requesting [resolution]. I recommend [your suggestion]. Can you help?"

Your Responsibility After Escalation

1. Monitor escalation progress
2. Chase if no update within expected timeframe
3. Proactively update customer with progress
4. Learn from outcome for future similar situations
5. Confirm resolution with customer
6. Close loop with documentation

Setting Expectations

"I've escalated your issue to our [team/specialist] who will investigate this further. They typically respond within [timeframe]. I've set a reminder to follow up with you by [specific date/time] with an update. In the meantime, if anything changes or you have questions, please call us and reference ticket number [number]."

Providing Updates

• Even if no resolution yet, provide status updates
• Contact customer at committed times
• Explain any delays honestly
• Offer alternatives or temporary solutions if available
• Maintain customer confidence in the process