Every company, no matter how great, receives complaints. There is just no way to please every customer every time.

It doesn't matter that you get complaints, it matters how your company handles them. It matters that you know how to handle a customer complaint and know when the situation requires escalation. It also matters that your escalation processes are effective and appropriate.

Case management software makes it easy for companies to track, escalate, manage and resolve customer complaints. Learn more here: Managing Customer Complaints Effectively with Case Management Software eBook.

Addressing Complaints

Anyone in your company who interacts with the public must have proper training in the art of handling customer complaints. They should know how to understand the customer's complaint with effective listening. They should know the importance of empathy and how to find a solution that benefits both the customer and the company.

It is also important that you have a system to track customer complaints. This will help keep a record of the types of complaints received, who has been addressing and resolving the complaints and the final outcome.

Complaint-tracking software can be used as a training tool, for monitoring quality insurance and for collaboration. Tracking software keeps complaint details organized and accessible, so if the complaint does need to be escalated, your agents won't waste the customer's time re-explaining the situation to a manager.

Taking it up a Notch

While it is ideal to have customer service agents handle all customer complaints, it may not always be possible.

Having properly trained customer service staff will reduce the number of incidents requiring escalation, but it won’t completely eliminate them. Part of training your agents is explaining when escalating a complaint is the right thing to do.

Sooner or later there will be issues that need to be taken to management. Here are some instances when a customer complaint should be taken up a notch and given to a supervisor or manager to address:

Upon Request

Customers may request to speak with a manager. If your customer service agents cannot re-direct that request, then it is probably best to pass it on to management, so they don’t add a second complaint of not getting to speak with a supervisor as requested.

When Needs Can't be Met

If there is an issue in which no common ground can be found and the customer still wants a solution, it may need to be moved up the chain of command. Perhaps there is something that a manager can say or do to help the situation.

When Solutions Exceed Abilities

Asking a customer what solution would work for them sounds great in theory, but it may produce responses that customer service agents cannot approve. These are situations in which escalating customer complaints to management makes sense.

If Threats are Involved

If a customer is irate or making threats, it’s a good time to pass the person off to management. A supervisor should be experienced in handling these situations, which will include tactics to calm the person down and knowing when it is time to call the police.

Bonus Tip: The Right Way to Escalate

Everyone knows that if you need to escalate a customer complaint, make sure it's done quickly. Don't keep the customer on hold for longer than necessary.

One thing that's often overlooked is the need to communicate openly about the escalation. Handing a customer over to someone else without explaining why you're doing so or saying anything at all can cause them to become confused, frustrated and angry.

If you're not sure exactly what to say, try this:

I'm going to transfer you to a specialist who will be able to fix things right away for you.

Never skip over the opportunity to explain why the customer will benefit from speaking to someone else.