It is important to have proper escalation mechanism in place. If any issue goes beyond SLA or while in SLA, fasten the process by making higher authorities responsible for the issue resolution.Establish the proper hierarchical escalation matrix and display that to the customers view in person or by electronically wherever the customer visits or taking place.Ensure that the customers and stakeholders are well aware of the escalation process and which issues should be raised to whom, and within what time frame. Self-service offerings such as IVR system in the phone, automatic reply by mail, supporting ticket and live chat options are the easy way to escalate the problems faced by the customers by themselves. This can also guide the customers by providing a step by step procedure to achieve resolution and eradicate the repeated mistakes.
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