Escalation Process Management and Best Practices

PROGRAM DESCRIPTION

Join Sales Assembly and Tracie Dempsey for Escalation Process Management and Best Practices, part of the Conflict Resolution certification.

This program focuses on a structured approach for managing customer escalations internally and externally. Participants learn to triage issues, engage cross-functional teams, and maintain transparency throughout resolution. The emphasis is on timely updates and clear communication that protect relationships and outcomes.

WHAT YOU’LL WALK AWAY WITH

• RAISE it internally: Recognize, Assess, Involve, Solve, Elevate.
• Bring the numbers: ARR, renewal date and revenue at risk are leadership’s first question.
• Bring 1-3-1: one problem, three options, one recommendation, so a leader can approve in five minutes.
• Right people, not more people: extra bodies on the call create friction and silence.
• A signal, not a complaint: raise it early while the risk is still manageable.
• A learner takeaway guide with two exercises for that week and ready-to-use AI prompts.

FROM A PREVIOUS SESSION

64 attended ◦ 4.44/5 average rating

“The moment that stood out was discussing the 1:3:1 framework. It is something I want to use with my team when they are coming to me with problems.” Customer Success Manager

Watch a clip from the last session

ADDITIONAL INFO TO KNOW

This program was built in collaboration with one of our Executives-in-Residence. To earn the certification, complete all required live programs (in any order) and be live on Zoom for at least 40 minutes of each. The program is open to all employees of Sales Assembly member companies who are logged in to their account (for help, email support@salesassembly.com), and all registrants comply with our Terms and Conditions.