Criteria for Escalating to Store Management
Store supervisors must escalate an issue and hand off the customer to the store manager when one of three thresholds is met: the requested remedy exceeds the supervisor's exception authority, the situation involves a safety or legal threat, or the customer demands a manager for a second time.
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Prep Sessions
Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor
Ch.2 Escalation Protocols and Operational Compliance - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor
Management Escalation and Warm Hand-Offs - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor
Learn After
How many of the established escalation thresholds must be met to require a supervisor to escalate an issue?
Store supervisors are obligated to escalate a customer issue if the resolution sought remains strictly within their exception authority.
What two categories of threats compel a supervisor to escalate an interaction to higher leadership?
Describe the operational action required of a store supervisor when an escalation criterion is met, including the designated recipient of the customer transfer.
Match each escalation threshold classification to the description of the event that triggers it.
Order the stages of a customer interaction involving repeated requests for management.
Evaluate whether the supervisor is required to escalate this issue, and identify the specific threshold that applies.
Warm Hand-Off Procedure