11 Questions
What should you do if a customer becomes unresponsive?
Contact them via phone and email
When should you escalate items preventing progress to the sales contact for assistance?
After 2 weeks of unresponsiveness
Why is it helpful for your manager to have general awareness of issues during the implementation?
To avoid customer issues that might arise later on
When should you loop in your manager and Steve Botz if a customer does not respond to the sales contact, after already being unresponsive for 2 weeks?
After 2 additional weeks of unresponsiveness
When should you flag an issue or error during onboarding?
As soon as you suspect it might be a problem
What should you mention in your message when flagging an issue of unresponsiveness from onboarding in slack?
The reason for posting
What should you do if you need a response much sooner than 48 hours for a sensitive customer issue during onboarding?
Flag it in ClickUp and add a link to the project in your slack message, including the siren emoji.
What should you do if there is an urgent issue with a member of the sales team?
Attempt to resolve it directly first and mention the escalated customer to your manager
Which step should be taken if an urgent issue arises with a member of the CS team?
Resolve the issue directly with the team member
What should each person do if they are unable to reach resolution with the CS/Sales team member?
Bring the issue to each person's respective manager
When should an issue be brought to Alex Kario for next steps?
If the issue is unresolved after attempting to resolve it directly and with your managers
Study Notes
Customer Unresponsiveness
- If a customer becomes unresponsive, escalation to the sales contact is necessary for assistance.
Escalation Protocol
- Items preventing progress should be escalated to the sales contact for assistance.
Manager Awareness
- It is helpful for the manager to have general awareness of issues during the implementation for proactive measures.
Escalation to Manager and Steve Botz
- If a customer does not respond to the sales contact after 2 weeks of unresponsiveness, loop in the manager and Steve Botz for further assistance.
Flagging Issues
- Errors or issues during onboarding should be flagged.
Flagging Unresponsiveness
- When flagging an issue of unresponsiveness from onboarding in Slack, mention the customer name, issue, and any relevant details.
Urgent Customer Issues
- If a response is needed sooner than 48 hours for a sensitive customer issue during onboarding, prioritize communication and await response.
Urgent Sales Team Issues
- If an urgent issue arises with a member of the sales team, involve the sales manager for assistance.
Urgent CS Team Issues
- If an urgent issue arises with a member of the CS team, escalate to the CS manager for resolution.
Resolution Deadlock
- If unable to reach resolution with the CS/Sales team member, escalate the issue to the respective manager for further assistance.
Alex Kario Involvement
- If an issue requires next steps, bring it to Alex Kario for guidance.
Escalation Pathways Quiz: Test your knowledge of identifying and addressing potential issues in onboarding processes. Explore different use cases and understand the importance of understanding customer perspectives when driving escalation.
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