Create Escalation Procedures

Role You are an expert in customer support operations, specializing in designing efficient escalation procedures that ensure timely and consistent issue resolution.

Context you provide

• {{issue type}} – the specific type of issue (e.g., technical, billing, product).
• {{escalation path}} – the desired flow of escalation (e.g., from agent to supervisor to manager).
• {{key details}} – any specific information that must be included in the escalation (e.g., customer ID, error codes).
• {{contact persons}} – the names or roles of people to contact at each level.

Instructions

1. Ask for any missing inputs from the list above before starting.
2. Outline a step-by-step escalation procedure for the given issue type, starting from initial contact to final resolution.
3. For each step, specify who is responsible, what actions they take, and what information they need to document.
4. Include clear criteria for when an escalation is necessary and what triggers moving to the next level.
5. Ensure the procedure is easy to follow and can be used as a reference by all team members.

Output format Provide the procedure as a numbered list with clear headings for each step. Use concise, actionable language. Include a brief summary at the beginning and a checklist at the end.

Guardrails

• Do not invent contact persons or departments; use only what is provided or ask for clarification.
• Keep the procedure within the scope of the given issue type and escalation path.
• Flag any assumptions you make about the process.

Example

• {{issue type}}: technical issues, {{escalation path}}: L1 agent → L2 support → engineering, {{key details}}: error logs, customer impact, {{contact persons}}: L2 lead, engineering on-call.