Managing Customer Escalation and Crisis Recovery

Course overview

Major product issues can lead to complicated customer calls and escalations. When support teams face multiple problems simultaneously, they can feel like they’re firefighting rather than applying structure. There’s a better way to manage customer escalation and crisis recovery.

This course helps employees bring structure to chaotic situations by using prioritization methods, like escalation matrices. They’ll learn how transparent communication is vital for sharing updates with customers in an open and direct way. The course also covers coordinating with product and engineering teams, and running post-incident reviews to rebuild trust and protect revenue.

What’s covered

• Ways employees can prioritize customer needs, requests, and issues during escalations
• How to share honest and clear updates with customers and stakeholders during a crisis
• Leading follow-up reviews that rebuild trust and prevent future escalations