Escalation Hierarchy
This course was designed for new hires and as a refresh for current employees. It reviews the proper hierarchy for escalating customers who are upset. Soft skills, such as empathy, are reviewed along with the proper channels to go through.
Time:
Under 5 minutes to complete.
Program:
Rise360
My Role
I worked with the Directors of Claims, Service, and QA to gather the proper content and processes. I then designed and developed the course for them to test.
User Feedback
Users thought some of the pictures were hilarious, which they said was unexpected and really made the course fun!
Breaking the content into specific sections helped them focus on odd-ball situations, such as Canada Claim Appeals.
Course Walk-Through
Job Aid
I added three sections were added to the Knowledge Base to accompany this course. They review how to transfer to a supervisor, when to transfer, and how to handle social media threats.