In customer service, what does "escalation" refer to?

In customer service, "escalation" specifically refers to the process of referring a customer issue to a higher authority or more experienced staff member. This is done when a customer's problem cannot be resolved at the initial level of support or requires specialized knowledge. Escalation is important because it ensures that customers receive appropriate assistance and that their concerns are addressed effectively.

This process demonstrates a commitment to customer satisfaction, as it allows for more complex issues to be handled by personnel who have the necessary expertise or authority to resolve them. Effective escalation can lead to quicker resolution times and a better overall experience for the customer.

The other options, while related to various aspects of customer service, do not accurately define escalation. Completing tasks without supervision describes a different aspect of operational capability. Calculating customer satisfaction scores involves metrics and analysis, which – although essential – are not part of the escalation process. Ending the interaction with the customer does not align with the concept of escalation, since it typically seeks to prolong engagement until the issue is resolved.