CRO · Framework · Intermediate · Saves 35+ hours
Customer Escalation Framework
A framework for managing customer escalations.
What's included
- Escalation criteria
- Severity levels
- Response requirements
- Communication protocols
- Resolution tracking
- Post-escalation review
Best used when
- Managing escalations
- Training on escalation process
- Improving resolution time
- Reducing escalation volume
The template
The Template
ESCALATION PROCESS
Severity Definitions
ESCALATION SEVERITY LEVELS
SEVERITY 1 - CRITICAL:
Definition: Business-stopping issue
Response: 1 hour
Owner: VP CS + Executive
Examples:
☐ Complete outage
☐ Data breach concern
☐ Cancellation threat
SEVERITY 2 - HIGH:
Definition: Major impact, workaround exists
Response: 4 hours
Owner: CS Director
Examples:
☐ Key feature broken
☐ Champion very upset
☐ Contract dispute
SEVERITY 3 - MEDIUM:
Definition: Moderate impact
Response: 24 hours
Owner: CS Manager
Examples:
☐ Feature request urgent
☐ Support SLA missed
☐ Training gap
SEVERITY 4 - LOW:
Definition: Minor inconvenience
Response: 48 hours
Owner: CSM
Examples:
☐ Enhancement request
☐ Documentation gap
☐ Minor complaint
Escalation Ticket Template
ESCALATION TICKET
ACCOUNT: _______________
SEVERITY: 1 / 2 / 3 / 4
CSM: _______________
ISSUE SUMMARY:
_______________
BUSINESS IMPACT:
_______________
ACTIONS TAKEN:
☐ _______________
☐ _______________
RESOLUTION REQUESTED:
_______________
TIMELINE REQUIRED:
_______________
ESCALATION OWNER:
_______________
Frequently asked questions
What is the Customer Escalation Framework?
A framework for managing customer escalations.
Who is the Customer Escalation Framework for?
It is built for CROs and their teams working on Customer Success. The AI coach adapts it to your company, stage, and goals.
How long does the Customer Escalation Framework take to use?
It saves roughly 35+ hours versus building from scratch. Our AI coach can tailor the framework to your situation in minutes, then hand you a step-by-step plan.
Is the Customer Escalation Framework free?
Yes. You can read the full framework and start getting coached through it for free. Sign in to save your tailored version and track your next steps.
How does the AI coach help with the Customer Escalation Framework?
The coach teaches you the framework, asks a few questions about your business, tailors the framework to you, and gives you measurable next steps to execute.