Understanding Escalation Management with Parker Chase-Corwin

Introduction

In this episode of the Scale Tale podcast, Mausmi Ambastha ( COO & Co-Founder, ZapScale) explores the intricate world of escalation management with Parker Chase-Corwin, a seasoned customer success leader and consultant.

This enriching conversation covers defining escalations, accountability, communication strategies, and rebuilding trust post-escalation.

About The Guest

Parker Chase-Corwin is a customer-focused go-to-market leader with 20 years of experience in the software and services industry.

He has demonstrated his mastery in customer success, operational, sales, and account management roles and had the privilege of building several customer-facing teams from the ground up across several diverse companies and in various stages of maturity.

He has been recognized as an innovative collaborator in cross-functional initiatives for his emphasis on enhancing the customer experience, minimizing customer attrition, growing recurring revenue streams; and optimizing operations.

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Key Takeaways

Let us explore effective strategies for managing customer escalations and improving overall service quality.

Parker and Mausmi share insights on handling complex customer issues, rebuilding trust, and preventing future problems.

1. Transparent Handoff Process

After resolving an escalation, it’s crucial to have a clear handoff process back to regular management.

This includes retraining customers to follow standard procedures rather than bypassing them by contacting executives directly.

2. Managing Escalations

Frequent escalations can become a habit for some customers.

It’s important to rebuild trust and demonstrate that issues can be resolved effectively through standard channels.

3. Building Trust With Customers

When customers escalate issues frequently, it can indicate a lack of trust.

Address this by reassuring them of your commitment to their success and clarifying that you are fully committed to resolving their problems.

4. Adjusting Expectations

As companies grow, the high-touch support provided by founders may shift to other team members.

It’s essential to manage customer expectations and emphasize that, despite changes in support levels, the company remains dedicated to achieving its business outcomes.

5. Post-Escalation Analysis

Conduct thorough research on the root cause of escalation.

This analysis helps in identifying patterns and implementing preventive measures to avoid similar issues in the future.

6. Preventive Measures

Focus on fire prevention rather than just putting out fires.

Analyzing and addressing the root cause of the problems can lead to improved service levels and reduced escalations over time.

Conclusion

This episode highlights the importance of a structured approach to handling escalations, building customer trust, and continuously improving processes.

Parker emphasizes that while managing escalations is challenging, effective preventative measures and resolution strategies can significantly enhance overall service quality and customer satisfaction.

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Connect With Experts

If you found this podcast valuable and wish to connect with Mausmi and Parker on LinkedIn, here are the links

Mausmi - https://www.linkedin.com/in/mausmiambastha/

Parker - https://www.linkedin.com/in/parkercorwin/

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