Example response for question delving into Escalation Handling with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Acknowledging the customer's request: I would start by acknowledging the customer's request and showing empathy towards their concern. I would say something like, 'I understand that you would like to speak to a manager, and I'm here to assist you in any way I can.'
•  Assessing the situation: Next, I would ask the customer to provide more information about the issue or concern they have. This will help me understand the nature of the problem and determine if it requires immediate attention from a manager
•  Offering assistance: If the issue can be resolved without involving a manager, I would offer my assistance in resolving the problem. I would assure the customer that I have the authority and knowledge to address their concerns effectively
•  Escalating to a manager: If the customer insists on speaking to a manager or if the situation requires higher-level intervention, I would politely inform the customer that I will get a manager for them. I would then locate the appropriate manager and provide them with a brief overview of the situation before introducing them to the customer
•  Ensuring a smooth handover: To ensure a smooth handover, I would accompany the manager to the customer and introduce them by saying something like, 'Here is our manager, [Manager's Name], who will be able to assist you further.' I would also provide any relevant information or context to the manager to ensure they are well-informed
•  Following up: After the manager has spoken with the customer, I would follow up with both parties to ensure that the issue has been resolved to the customer's satisfaction. This demonstrates my commitment to customer service and ensures that any further assistance is provided if needed

  What the Interviewer is trying to find out about you and your experiences through this question

•  Conflict resolution skills: Assessing how well you handle customer complaints and conflicts
•  Leadership abilities: Evaluating your ability to escalate issues to a higher authority
•  Customer service orientation: Determining your willingness to prioritize customer satisfaction
•  Problem-solving skills: Assessing your ability to find solutions to customer issues

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Lack of empathy: Not showing understanding or concern for the customer's issue
•  Inability to handle difficult customers: Not demonstrating the ability to remain calm and professional in challenging situations
•  Lack of problem-solving skills: Failing to provide potential solutions or alternatives to address the customer's concerns
•  Poor communication skills: Struggling to effectively communicate with the customer or explain the situation to the manager
•  Passing the responsibility: Attempting to avoid taking ownership of the situation and passing it off to the manager without attempting to resolve it first

 Related

  Other questions asked for the Customer Service Representative in Retail function. View details for the Customer Service Representative here

• Tell me about a time when you had to handle a customer's complaint via email or chat.
• What do you think are the most important qualities for a customer service representative?
• How do you prioritize tasks when dealing with multiple customer inquiries?
• Tell me about your previous experience in customer service.
• How do you handle difficult customers?
• Describe a situation where you went above and beyond to satisfy a customer's needs.
• How do you handle a situation where you don't know the answer to a customer's question?
• What strategies do you use to upsell or cross-sell products to customers?
• How do you handle a customer complaint about a product or service?
• Tell me about a time when you had to deal with an irate customer. How did you handle it?
• How do you ensure that you provide excellent customer service consistently?
• How do you handle a high volume of incoming customer calls or inquiries?
• Describe a time when you had to handle a customer's personal information with confidentiality.
• What do you do to stay updated on product knowledge and company policies?
• How do you handle a situation where a customer is unhappy with the resolution provided?
• Tell me about a time when you had to work with a difficult colleague or team member.
• Describe a time when you had to handle a customer's request for a refund or return.
• What steps do you take to build rapport with customers?
• How do you handle a situation where a customer is unsatisfied with the wait time?