escalation process

[D_J]

Anyone have a guide to creating an escalation process for customer complaints? A contract we're bidding on is asking for that. Traditionally, our customer service rep just bumps problems to me, but the contract wants some more formal.

Thanks,
D

[KristineS]

Couldn't you just write up a standard operating procedure? All you would need to do is document the chain of complaint resolution.

[Freelancier]

Basically, set up the steps that would not only manually escalate a problem to you for resolution, but also automatically escalate the problem (e.g., the problem is unresolved in 2 business days). You don't need to go overboard, just set the expectation of what happens under the conditions that will worry the client.