Escalation Process Management and Best Practices

PROGRAM DESCRIPTION

Join Sales Assembly and Tracie Dempsey, VP of Customer Success at Suzy as we hone into Conflict Resolution as a skill.

This program will equip you with structured frameworks and expert insights on how to optimize conflict resolution processes. You will learn how to foster proactive strategies and refine escalation protocols, to empower you to effectively mitigating conflicts and nurture stronger client relations.

PROGRAM TAKEAWAYS

1. When an issue arises, listening, showing empathy, confirming details, identifying urgency and impact, and communicating clearly throughout the resolution process are critical. 
2. Involve key players like leaders from customer service, product, sales, and executive teams, briefing them on context and objectives.
3. Following up after resolving an issue is important – document for the client, conduct an internal post-mortem and continue monitoring if severe.

GENERAL PROGRAM INFO

This module is part of the Skill Certification Program. The content of each module is designed and facilitated by the Thought Leader in collaboration with Sales Assembly. All Thought Leaders are guided and coached to tap into the foundational elements and strategies needed to develop the necessary proficiency to perform within the role in practice as part of the B2B Tech space. To earn your certification, you need to complete all required modules and fulfill participation requirements. Modules can be completed in any order and at your own pace, offering flexibility to fit your schedule.

Recordings are not shared, as live participation is a requirement to receive certification credit. If you cannot make a session, don’t worry—our certifications run multiple times a year!

*Certification Programs do not have an enforced order or limit on timeframe for completion.

ADDITIONAL INFO TO KNOW

This program is open to all employees of SA member companies. You must be logged into your account to RSVP for this program. If you need help logging in or need help setting up your account, please email hello@salesassembly.com.

All registrants of this program comply with our Terms and Conditions.