Knowing how to write an escalation email is a vital professional skill. This article will give you a step-by-step guide on how to write an escalation email, equipping you with the tools you need to handle situations that call for your issues to be escalated.
Table of Contents
What To Do Before Writing the Escalation Email
Prior to drafting your escalation email, there are important steps that should be taken:
- Identify the Issue: Recognize and understand the problem or issue that needs escalation. For example, is it related to ongoing issues, poor service, a customer complaint or another issue?
- Gather Relevant Information: Compile all pertinent details related to the issue, including dates, times, customer experience, names of involved parties, any previous correspondence related to the matter etc. Understand your organizations current escalation process and relevant time frame.
- Determine The Right Recipient: Ascertain who within your organization is best suited or placed to handle this escalated issue effectively.
- Review Company Policy: Familiarize yourself with your company’s established guidelines on issue escalation.
What to Include In the Email
An effective escalation email should comprise the following key sections:
- Subject Line: This ought to be succinct and clear, distinctly signifying that this is an escalation email.
- Recipient Section: Clearly state who should be handling such matters.
- Detailed Explanation of the Issue: Give a comprehensive but objective account of the problem at hand.
- Previous Actions Taken: Detail any steps you have already taken regarding this situation.
- Desired Outcome or Requested Action: Clearly indicate what you hope will result from this escalation.
Here are two templates for escalating an issue:
Subject: Urgent Matter Requiring Escalation – [Briefly describe Issue] Dear [Recipient’s Name], I am writing about [brief description of the issue], which I believe requires immediate attention at a higher level. Detail about the issue: [Provide a detailed explanation] Actions taken so far: [List actions] Request: [State desired outcome or requested action] Looking forward to hearing from you soon. Best Regards, [Your Name]
Filled-in Escalation Email Template Example:
Subject: Urgent Matter Requiring Escalation - Delay in Project Delivery Dear Mr. Smith, I am writing about a repeated delay in project delivery from Team X which seems beyond regular management control and requires immediate attention at a higher level. I'm concerned that this may impact the customer experience. Detail about the issue: The project was scheduled for delivery on June 1st but has now been delayed three times due to various reasons cited by Team X. Actions taken so far: I’ve had multiple conversations with team lead John Doe and have also documented all communication regarding deadline changes (attached). Request: Swift intervention that ensures prompt project completion while preventing future recurrence of such delays. Looking forward to hearing from you soon. Best Regards, Jane Doe
Writing an effective escalation email can seem daunting; however, if done correctly it can lead directly towards resolving pressing matters effectively.
Be sure always to remain fact-based in your descriptions and keep a professional tone in your approach — doing so will ensure effectiveness in getting your points across.