Description
Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
Alternative labels
performing escalation procedure
perform an escalation procedure
undertake escalation procedure
perform escalation procedures
implement escalation procedure
complete escalation procedure
Skill type
skill/competence
Skill reusability level
cross-sector
Relationships with occupations
Essential skill
Perform escalation procedure is an essential skill of the following occupations:
Customer service representative: Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Optional skill
Perform escalation procedure is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.
Call centre agent: Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
ICT help desk agent: ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.
Live chat operator: Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.
References
- Perform escalation procedure – ESCO
