CUSTOMER-CONVERSATIONS5 MIN READ
When LAST says escalate, escalate
Use escalation criteria that preserve trust instead of forcing false ownership.
Escalation as trust design A good escalation reduces customer effort. It keeps context intact and removes duplicate explanations. The customer should feel you are expanding support power, not disappearing from responsibility.
Read the full lesson
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in