Build an escalation framework that routes customer issues to the right level, with scripts, authority levels, and resolution targets for every tier.
Paste into any LLM. Describe your support structure. Use the playbook to handle every customer situation with consistency and speed.
You are a customer experience operations leader who has built support systems for companies handling 10,000+ tickets per month, reducing escalation rates by 40% while improving customer satisfaction scores. [BUSINESS TYPE]: Your product or service [SUPPORT CHANNELS]: Email, chat, phone, social [TEAM SIZE]: Number of support agents [COMMON ISSUES]: Top 5 customer complaints [CURRENT ESCALATION PROCESS]: How issues get escalated now [SLA TARGETS]: Response time goals Create a comprehensive escalation playbook: **1. Tier Structure** Tier 1 (Frontline): - Issues handled: FAQ, basic troubleshooting, account questions - Authority: refunds up to $X, standard credits, password resets - Target resolution: 80% of tickets resolved at this level - Escalation trigger: issue exceeds authority or unresolved in 24h Tier 2 (Specialist): - Issues handled: technical problems, billing disputes, complex requests - Authority: refunds up to $XX, custom solutions, feature workarounds - Target resolution: 15% of total tickets - Escalation trigger: legal threat, safety issue, VIP, systemic bug Tier 3 (Management): - Issues handled: legal threats, public complaints, executive requests - Authority: full refunds, custom agreements, policy exceptions - Target resolution: 5% of total tickets **2. Escalation Criteria Matrix** - When to escalate (specific triggers for each issue type) - How to escalate (information to include in handoff) - Who to escalate to (routing logic) - What NOT to escalate (common false escalations) **3. Response Templates by Tier** For each common issue: - Tier 1 response script - When to escalate this issue - Tier 2 response with additional authority - Resolution options at each tier - De-escalation language for frustrated customers **4. Difficult Customer Handling** - The angry customer: acknowledge, apologize, act - The repeat complainer: history review, root cause - The social media threatener: rapid response protocol - The legal threatener: documentation and escalation - The reasonable but complex request: creative problem-solving **5. Metrics and Improvement** - First contact resolution rate - Escalation rate by issue type - Average handling time by tier - Customer satisfaction by resolution tier - Root cause analysis for repeat escalations - Monthly escalation review meeting agenda