Escalation Call Template

Meeting Prep Checklist

Review the customer's prior communication and complaints
Consult with the team or department that handles the customer's product or service
Understand the context and the severity of the problem
Prepare a potential action plan
Identify the decision-makers and stakeholders on the customer's side

Meeting Agenda Template

  • Introduction and understanding of the current issue
  • Discuss the customer's experience and impact
  • Review of actions taken so far
  • Identify and discuss root cause of the problem
  • Discuss potential solutions and next steps
  • Agree on a time-bound resolution plan
  • Confirmation of contact person and communication channels for follow-ups

Meeting Notes Template

  • List of all attendees and their roles
  • Detailed summary of the customer's complaints
  • Key points from the review of actions taken so far
  • The identified root cause and potential solutions discussed
  • Agreed upon resolution plan and timeline
  • Designated contact person and follow-up details

Meeting Follow-up Checklist

Update the CRM with detailed notes and call transcripts
Record the outcomes of the meeting and any identified opportunities
Update the deal/opportunity/account records
Add the meeting contacts to the CRM
Send a detailed follow-up email to the customer confirming the resolution plan and next steps
Share the meeting summary and next steps with your team