Module 8: Escalation & Exceptions Handling
ð E-Learning Module: Escalation & Exceptions Handling
Dual Language: English & Myanmar
ð Reading MaterialÂ
Page 1
English
Learning Objectives
Understand how to handle special cases and unresolved issues effectively.
Learn when and how to escalate issues to higher management or customer service.
Understand proper handling of disputes or requests for re-repairs.
Content â Escalation Procedures
Identify Escalation Cases:
Unresolved repairs beyond expected timelines.
Repeated customer complaints about the same product.
High-value or sensitive items requiring managerial attention.
Escalation Channels:
Customer Service Team
Supervisor / Head of Department
Higher Management for critical cases
Documentation:
Record all communications, actions taken, and current status before escalation.
Handling Disputes or Re-Repairs
Listen Actively: Understand the customerâs concerns fully.
Verify Issue: Check repair records, warranty status, and product condition.
Propose Solution: Offer re-repair, replacement, or compensation where appropriate.
Follow Up: Ensure customer satisfaction after resolution.
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á¡ááŒá±á¬ááºážá¡áᬠâ Escalation áá¯ááºáááºáž
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á. Escalation áá»ááºáááºáá»á¬áž:
Customer Service Team
Supervisor / áá¬áá¥áá¹áá
á¡áá±ážááŒá®ážáá±á¬ á¡ááŸá¯áá»á¬ážá¡ááœáẠHigher Management
á. á á¬ááœááºá á¬áááºáž ááŒááºáááºááŸá¯:
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Page 2
English
Scenario-Based Simulation â Learning Activity
Scenario: A customer calls unhappy with the repair outcome.
Steps:
Listen Actively: Note specific complaints.
Verify Details: Check repair logs, warranty, and product condition.
Escalate if Needed: Inform supervisor or management if resolution is not straightforward.
Propose Resolution: Offer re-repair, replacement, or compensation.
Follow-Up: Confirm customer satisfaction after resolution.
Key Points
Always document escalation and communication.
Maintain a professional and empathetic tone.
Follow company policy strictly while trying to satisfy the customer.
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á. ááá¯á¡ááºáá«á Escalate áá¯ááºáá«: ááŒá±ááŸááºážááááºáá²áá»áŸáẠSupervisor / Management ááá¯á· á¡ááŒá±á¬ááºážááŒá¬ážáá«á
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Escalation ááŸáá·áº áááºááœááºááŸá¯á¡á¬áž á¡ááŒá² ááŸááºáááºážáááºáá«á
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ð¥ Suggested YouTube Link (Reference)
â FAQs (10 with Answers)
Q: When should an issue be escalated?
A: If unresolved or beyond standard procedures.
ááŒááºáá¬: áááºá¡áá»ááẠEscalate áá¯ááºááá²? â áááŒá±ááŸááºážááá¯ááºáá±á¬áºáááºáž ááá¯á·ááá¯áẠá á¶áááºážááẠáá»á±á¬áºááœááºáááºáQ: Who should the issue be escalated to first?
A: Customer Service or Supervisor.
ááŒááºáá¬: á¡áááºáá¯á¶áž áááºáá°áᶠEscalate áá¯ááºááá²? â Customer Service ááá¯á· SupervisoráQ: How should customer complaints be handled?
A: Listen actively and verify details.
ááŒááºáá¬: áá±á¬ááºááẠá¡ááŒá±á¬ááºážááŒá¬ážáá»ááºááᯠáááºááá¯ááá¯ááºááœááºááá²? â áá¬ážáá±á¬ááºááŒá®áž á¡áá»ááºá¡áááºá á áºáá±ážáQ: What if the customer demands a re-repair?
A: Verify issue and follow policy for re-repair.
ááŒááºáá¬: ááŒááºáááºááŒá¯ááŒááºáááºááá¯áá»áŸááº? â ááŒá¿áá¬á¡áááºááŒá¯ááŒá®áž áááºážáááºážáá»áá·áºáá«áQ: How is escalation documented?
A: Record communications, actions, and status.
ááŒááºáá¬: Escalation ááᯠáááºááá¯ááŸááºáááºážáááºááá²? â áááºááœááºááŸá¯á áá¯ááºáá±á¬ááºáá»ááºá á¡ááŒá±á¡áá± ááŸááºáááºážáQ: Who handles high-value product complaints?
A: Supervisor or higher management.
ááŒááºáá¬: áááºááá¯ážááŒáá·áº áá¯ááºáá¯ááºá¡ááœááº? â Supervisor / ManagementáQ: What is the final step after resolution?
A: Follow up to ensure customer satisfaction.
ááŒááºáá¬: ááŒá±ááŸááºážááŒá®ážáá±á¬áẠá¡ááá·áº? â áá±á¬ááºááẠáá»á±áááºááŸá¯ á¡áááºááŒá¯ááŒááºážáQ: Can disputes be resolved without management?
A: Only minor cases; major ones require escalation.
ááŒááºáá¬: Management ááá«áá² ááŒá±ááŸááºážááá¯á·áááá¬áž? â á¡ááŸá¯áá±ážáááºáá»á¬ážáá¬; á¡áá±ážááŒá®ážáá»á¬áž Escalate ááá¯á¡ááºáQ: How should tone be maintained?
A: Professional and empathetic.
ááŒááºáá¬: á áá¬ážááœá¬ážáá°? â ááá±á¬áºáááºááŸááºáááºááŸáá·áº ááŒááºáá¬ááŸá¯ááŸááQ: Is follow-up mandatory?
A: Yes, to confirm resolution and customer satisfaction.
ááŒááºáá¬: áá±á¬ááºáááºááœá² ááá¯á¡ááºáá«ááá¬áž? â áá¯ááºáá«áááº, ááŒá±ááŸááºážááŸá¯ááŸáá·áº áá±á¬ááºááẠáá»á±áááºááŸá¯ á¡áááºááŒá¯áááºá
ð 10 MCQs (Dual Language)
When should an issue be escalated?
a) Immediately upon complaint â
b) Only after 1 week
c) Never
ááŒááºáá¬: áááºá¡áá»ááẠEscalate? â a) á¡áá»ááºá¡áááºáááá·áºá¡áá»ááẠâWho is first contact for escalation?
a) Customer Service â
b) CEO
c) Delivery staff
ááŒááºáá¬: á¡áááºáá¯á¶áž Contact? â a) Customer Service âHow to handle complaints?
a) Ignore
b) Listen & verify â
c) Delay response
ááŒááºáá¬: á¡ááŒá±á¬ááºážááŒá¬ážáá»ááºááá¯? â b) áá¬ážáá±á¬áẠ& á á ẠâRe-repair requires?
a) Verify & follow policy â
b) Always free
c) Ignore customer request
ááŒááºáá¬: ááŒááºáááºááŒá¯ááŒááºáááº? â a) á¡áááºááŒá¯ááŒá®áž áááºážáááºážáá»áá·áº âWho handles high-value complaints?
a) Staff
b) Supervisor/Management â
c) Courier
ááŒááºáá¬: áááºááá¯ážááŒáá·áº? â b) Supervisor/Management âWhat should be documented?
a) Only final solution
b) Communications & actions â
c) Nothing
ááŒááºáá¬: áá¬ááŸááºáá¬áž? â b) áááºááœááºááŸá¯ & áá¯ááºáá±á¬ááºáá»áẠâTone must be?
a) Casual
b) Professional & empathetic â
c) Angry
ááŒááºáá¬: á áá¬ážááœá¬ážáá°? â b) ááá±á¬áºáááºááŸááºááẠ& ááŒááºáá¬ááŸá¯ âMinor disputes?
a) Escalate immediately
b) Can resolve without management â
c) Ignore
ááŒááºáá¬: á¡ááŸá¯áá±ážáááº? â b) Management ááá«áá² ááŒá±ááŸááºáž âFollow-up is for?
a) Paperwork only
b) Confirm resolution & satisfaction â
c) Optional
ááŒááºáá¬: áá±á¬ááºáááºááœá²? â b) ááŒá±ááŸááºážááŸá¯ & áá»á±áááºááŸá¯ á¡ááẠâEscalation channels include?
a) Customer Service & Management â
b) Only staff
c) Social media
ááŒááºáá¬: Escalation áá»ááºáááº? â a) Customer Service & Management â
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