Understanding Escalation Management with Parker Chase Corwin

Scale Tale - The Customer Success Podcast

Despite our best efforts at keeping our customers at ease, it may so happen that the customers may not be fully delighted. Understanding, managing, and fulfilling customer expectations needs our proactive approach as CSMs.
In this episode, Parker Chase-Corwin joins Mausmi Ambastha, our host to discuss one of the most critical aspects of customer management: handling escalations.
With over 20 years of experience in customer success, Parker shares his insights into the complexities of escalations, starting with defining what an escalation truly is and why early-stage companies often struggle as they transition from founder-led support to a more structured process.
Together, Parker and Mausmi discuss the challenges of maintaining customer trust, the importance of post-escalation analysis, and proactive outreach to prevent future crises and improve overall growth and profitability.
Timestamps
0:00 - Preview & Introduction
3:03 - Defining Escalations
5:01 - Escalations are growth inhibitors
6:21 - How to be resourceful during escalations?
9:35 - Ensuring transparent communication during escalations
13:31 - Identifying the level of communication during escalations
16:30 - How to not over-promise and restore trust
21:35 - Managing customer relations post-escalation
25:21 - Winning trust as an account manager
29:19 - Adjusting customer expectations
31:11 - Reverse engineering escalations to improve customer service
35:00 - Closing
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About Parker Chase-Corwin
Parker is a customer-focused go-to-market leader with 20 years of experience in the software and services industry. He has demonstrated his mastery in customer success, operational, sales, and account management roles and had the privilege of building several customer-facing teams from the ground up across several diverse companies and in various stages of maturity. He has been recognized as an innovative collaborator in cross-functional initiatives for his emphasis on enhancing the customer experience; minimizing customer attrition; growing recurring revenue streams; and optimizing operations.
Follow Parker on LinkedIn 👉https://www.linkedin.com/in/parkercorwin/
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Follow the Podcast Host Mausmi Ambastha on LinkedIn 👉 https://www.linkedin.com/in/mausmiambastha/