Don't you hate it when you have a complaint and the customer service agent you are speaking to won't escalate it? Or when they do refer your complaint to a manager and no one follows back up with you?

Both of those questions pose an opportunity for the company to demonstrate its commitment to servicing the customer. As customer service representatives, we all know better. When you deal with grievances on a consistent basis you can get lost in the complaining and forget the wonderful opportunity they offer. This learning path is designed to help you either remember or learn how to properly manage a customer grievance when it needs to be escalated.
When escalating a customer grievance it is important you listen well, acknowledge what the customer is presenting to you, and then aptly refer the grievance to the proper department.