Book Review: Customer Escalations Management by Nikolaos Zormpas

Customer Escalations Management is a wonderful book about managing a company effectively. There is so much misinformation out there on how to handle customer conflicts. Nikolaos Zormpas has made his customer relations program accessible to all readers.

Zormpas’s “escalation center” function is a wonderful tool to ensure that all managers use it to bring order, structure, and attention to customer situations. It is a process that is well-defined and described by Zormpas.

Customer relations are very important to the success of any company. And the average consumer is very picky these days. They want a certain kind of process to unfold in their relationship with management should they have complaints. And when there is no escalation process in place and conflict ensues, the service desk won’t know what to do. And many times, the conflict can escalate to unmanageable rates.

What managers must strive to achieve is a lack of escalation in conflict. Customer dissatisfaction usually means a lack of revenue because customers won’t be back to a company where there were inherent conflicts. This can ultimately result in a loss of reputation and a further loss of revenue.

There are different triggers for escalation of conflict. Each of these triggers is unique to the organization and the customer. Therefore, it’s important for managers to have a well-defined process in place to handle such complaints.

To achieve this, managers must align their company with what their customers really care about so that they will want to keep doing business with them. Customer loyalty is at an all time high in today’s economy. Thus, having a customer escalation process in place is essential to ensuring that the company is successful.

I really enjoy reading this eye-opening and informative book. It can be read by managers of companies, but also customers. It is a book that we can all refer to over and over again.

Website: https://nikolaoszormpas.com/