Lesson 8.8

Escalate With Useful Information

Estimated time: 7 minutes

Escalation does not mean walking to your manager and saying:

“There is a problem.”

Then walking away.

Useful escalation helps the next person understand the situation quickly.

Poor Escalation

“The customer is angry.”

The manager asks:

“About what?”

“I don’t know. Just talk to her.”

Better Escalation

“Mrs. Adeyemi ordered three items and received only two. The invoice shows three were paid for. I checked the packing record but cannot confirm whether the third item left the store. She is asking for either the missing item or a refund. The refund exceeds my authorization, so I need your decision.”

Now the manager knows:

who
what happened
what has been checked
what the customer wants
why escalation is necessary

A Useful Escalation Often Includes

Problem: What is happening?

Facts: What do we know?

Action: What have you already done?

Risk: Why does this matter?

Need: What decision or help is required?

Even Better: Offer a Reasonable Option

Where appropriate:

“I see two possible options within policy…”

This does not mean telling the manager what they must do.

It shows that you have thought about the problem.

More Workplace Examples

Delivery — missing parcel

Poor: “There is a problem.” Stronger:

BETTER RESPONSE

“The customer’s parcel has not arrived. I checked dispatch and tracking; delivery is still unconfirmed. The customer needs it for an event today. I can request a carrier update through our approved process, but a replacement needs approval. Which option should we take?”

School — duplicate fee payment

Poor: “There is a problem.” Stronger:

BETTER RESPONSE

“The approved payment record shows the same fee paid twice. I checked the pupil reference and both entries. The parent is asking for the extra payment back. The approved refund process is an option, but I cannot authorize it. Please confirm the next step.”

Salon — booking clash

Poor: “There is a problem.” Stronger:

BETTER RESPONSE

“Two clients are booked with the same stylist at the same time. I checked the booking record; both appointments are confirmed and both clients are waiting. Another stylist may be an option, subject to availability and client agreement. Can you approve a suitable rearrangement?”

Remember

Do not merely carry problems upward. Carry useful information with them.