Impact of Cold Hand-Offs on Customer Escalation
A cold hand-off occurs when an associate or supervisor directs a customer to another authority without an introduction or context (e.g., stating 'you'll have to talk to someone else'). This dismissive transfer resets the customer's frustration back to its peak intensity, undoing prior de-escalation efforts.
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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
Related
Criteria for Escalating to Store Management
Warm Hand-Off Procedure
Impact of Cold Hand-Offs on Customer Escalation
Example of Warm Hand-Off for High-Value Price Adjustment
Which statement accurately defines a warm hand-off in customer escalation management?
Why must a supervisor summarize the established facts and previously offered options when conducting a warm hand-off?
Impact of Cold Hand-Offs on Customer Escalation
Example of Warm Hand-Off for High-Value Price Adjustment
Learn After
Which statement represents the dismissive phrasing characteristic of a cold hand-off?
Cold hand-offs can be initiated by supervisors as well as associates.
Describe the characteristics of a cold hand-off and explain why this action is considered dismissive to the customer.
Match each concept related to hand-offs with its corresponding description.
Order the progression of events when a cold hand-off occurs during a customer interaction.