When there is an issue that needs to be escalated, it is critical to communicate well and politely.
Hence, drafting a complaint escalation email is critical if you want that issue to be sorted. And in this blog post, we guide you in writing that escalation email with the help of some best practices, tips and a ready-to-use template. Let’s get started.
Tips to Remember
Add clarity to the escalation email so that all the involved parties understand what is the issue and how they can best address it without unnecessary back and forth.
Keep the message brief so that people are not overwhelmed with information and have an analysis paralysis which is very much a possibility with overloading information.
Maintain civility and patience even if you are on the right and the other person/company is clearly in the wrong. This will ensure that the focus is on solving the issue as opposed to managing tempers.
Keep the email objective & state facts in chronological order so that the person reviewing is clearly aware of how and why they ended up in that situation.
Best Practices
It is important to draft a clear subject line so that it captures the attention of the concerned person and communicates the important and urgency of the escalation request.
Details of any past communication with other members of the team so that the person it has been escalated to understands the context and has all the information needs to move ahead.
If applicable, propose a resolution so that it becomes a bit more simpler for the concerned person on the direction he has to move in or at the very least he has the basis to negotiate.
Add a call to action so that this email does not go to waste and there is forward momentum in the company/support team to get this sorted without delay.
Close the email in a polite and professional manner so that any animosity or ego battles are squashed and people can work together to come up with a resolution.
Sample Escalation Email Template
Subject: Escalation Email Regarding [State Issue or Ticket Number]
Hello {Recipient’s Name},
I hope this message finds you well. I am writing to escalate a concern regarding my account [Your Account Number], previously discussed with your support team on [Date].
Despite following the recommended steps by [Representative's Name], the issue persists, leading to [Brief about the Problem and Impact]. I have attached all relevant correspondence for your reference.
Please assist in resolving this matter promptly. Please advise on the steps being taken to address this issue and the expected time frame for its resolution.
Thank you for your attention to this matter. I look forward to your swift response and hope for a favorable resolution.
Best Regards,
[Your Name]
Conclusion
Escalation emails can be tricky to write but with the tips, best practices and sample shared above, it should be pretty simple and straightforward for you.
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