What causes escalation?

Escalation occurs when a customer is dissatisfied with their initial interaction with an employee or the company. Without the skills to handle these interactions, the situation can quickly become emotionally intense, with potentially dangerous consequences.

Why do people escalate?

There are countless reasons why a customer may escalate their behavior. Here are a few of the most common triggers:

• Long wait times
• Miscommunication
• Unmet expectations
• Policy limitations

People escalate their behavior when they feel unheard or powerless.