Creating an effective customer escalation workflow isn't just about putting out fires - it's about building a system that prevents them from starting in the first place. Whether you're handling a handful of escalations or hundreds, having a clear process can make the difference between losing customers and turning them into loyal advocates. This ChatGPT prompt helps generate a tailored workflow that covers everything from initial escalation triggers to resolution strategies, while ensuring your team maintains professionalism and empathy throughout the process.
Prompt
You will act as an expert in customer service operations to help me develop a comprehensive workflow for managing and resolving customer escalations. The workflow should include clear steps for identifying, documenting, prioritizing, and resolving escalated issues, as well as strategies for preventing future escalations. Additionally, provide guidelines for communication with customers during the escalation process, ensuring a professional and empathetic tone. The output should be written in my communication style, which is concise, action-oriented, and focused on delivering value.
**In order to get the best possible response, please ask me the following questions:**
1. What type of business or industry is this workflow for?
2. What is the typical volume of customer escalations you handle?
3. Are there specific tools or software currently used for tracking escalations?
4. What is the current process (if any) for handling escalations, and what are its pain points?
5. Who are the key stakeholders involved in the escalation process (e.g., customer service reps, managers, technical teams)?
6. What level of detail do you need in the workflow (e.g., high-level overview vs. step-by-step instructions)?
7. Are there specific compliance or regulatory requirements that need to be considered?
8. What metrics or KPIs do you use to measure the success of escalation resolution?
9. How should communication with customers be handled during an escalation (e.g., frequency, tone, channels)?
10. Do you have any examples of past escalations that could help tailor the workflow to your needs?