Escalation: Overview, definition, and example
What is escalation?
Escalation refers to the process of raising an issue or problem to a higher level of authority or management when it cannot be resolved at the current level. In business, escalation typically occurs when a situation requires more expertise, additional resources, or a decision that is beyond the scope of the current individuals handling the matter. Escalation can occur in customer service, project management, legal disputes, or any other area where issues arise that need prompt attention or resolution.
For example, if a customer service representative cannot resolve a complaint, the issue might be escalated to a manager or higher-level executive for further action.
Why is escalation important?
Escalation is important because it helps ensure that unresolved issues are addressed by those with the proper authority or expertise to handle them. By establishing clear escalation procedures, businesses can resolve problems more effectively, minimize delays, and maintain customer satisfaction. Escalation ensures that critical issues are prioritized and handled appropriately, preventing them from negatively impacting the business or its stakeholders.
Understanding escalation through an example
Let’s say a customer contacts a company’s support team with a technical issue that cannot be resolved by the initial representative. The issue is escalated to a technical support specialist with more expertise in the product. If the technical specialist is still unable to resolve the issue, the matter may be escalated to a manager or senior technician who can provide the necessary solution.
In another example, a project manager encounters a challenge that cannot be solved within the project team, such as delays from a subcontractor. The project manager escalates the issue to senior management, who can help facilitate a resolution by contacting the subcontractor or adjusting the project scope.
An example of an escalation clause
Here’s how an escalation clause might appear in a service-level agreement (SLA) or contract:
“In the event that a support request is not resolved within [Insert time frame], the issue will be escalated to a Senior Support Manager for further review. If the issue is still unresolved after an additional [Insert time frame], it will be escalated to the Director of Customer Service for final resolution.”
Conclusion
Escalation is a critical process that ensures important issues are addressed by the right people at the right time. By implementing clear escalation procedures, businesses can improve problem resolution, enhance customer satisfaction, and maintain smooth operations. Escalation helps ensure that problems are handled efficiently and that those involved in resolving them have the necessary authority and expertise to make decisions.
This article contains general legal information and does not contain legal advice. Cobrief is not a law firm or a substitute for an attorney or law firm. The law is complex and changes often. For legal advice, please ask a lawyer.