? Customer Escalation & De-Escalation Protocol
? Risk Assessment Framework
Assess each customer's situation to determine the appropriate response tier.
? High Risk
Explicit threats to cancel or mention of evaluating other solutions
Strongly worded or upset emails regarding missing features, bugs, or unmet expectations
⚠️ Medium Risk
No contact or engagement from the customer for multiple weeks
Multiple missed meetings or attempts to connect
Signs of mild to moderate frustration
? Low Risk
Occasional missed meetings
Unfinished tasks or action items
Passive disengagement or general delay without frustration
?️ De-Escalation Strategies
Use these tools to proactively calm and support the customer:
✅ Validate & Empathize
Practice reflective listening:
"I understand that this has been frustrating for you..."
Acknowledge their concern sincerely and apologize for any inconvenience
? Investigate & Clarify
Ask follow-up questions to fully understand the issue
Reframe for clarity and alignment:
_"So, if I understand correctly, your goal is to [increase/decrease] ___ by doing __—is that right?"
? Problem-Solve Proactively
When appropriate, offer a tailored action plan or clear next steps
Suggest temporary workarounds where possible
Recommend training or walkthroughs for disengaged or "stuck" users
? Offer Goodwill
Use small gestures to reinforce goodwill (e.g., "Thank you for your patience" notes, extra support time, etc.)
? Follow-Up
Ensure a next step is documented and communicated
Recap decisions and timelines to the customer after each interaction
? Escalation Process Flow
Each risk level follows a tiered response approach:
? High Risk
Attempt initial de-escalation strategies
Immediately notify and discuss with your manager via a brief call
Use an escalation template to email Manager and Executive Team
Collaboratively define a plan of action and next steps
? Medium Risk
Attempt initial de-escalation strategies
Review with your manager for feedback or further support
Agree on a recovery or engagement plan
? Low Risk
Attempt de-escalation strategies independently
Create a customer-specific action plan
Loop in a manager only if needed or if risk escalates
? Internal Escalation Email Template
Subject: Escalation: [Customer Name] – [Issue Summary]
Hi [Manager Name],
Flagging a situation with [Customer Name] that needs escalation:
Issue: [Brief one-line summary, e.g., “Recurring feature complaints + risk of churn”]
Call Recording (If applicable)
Risk Level: High / Medium
Timeline: [e.g., Ongoing since MM/DD]
Actions Taken:
Attempted de-escalation on [Date]
[e.g., Provided workaround, offered training, logged in CRM]
Escalation Ask:
[e.g., Executive outreach / Pricing flexibility / Join call for support]
Let me know how you’d like to proceed. Ready to assist however needed.
Best,
[Your Name]