๐ 3 min read
Customer Escalations (CE)ย represent instances in which a customer contacts Amazon to report an issue related to a delivery experience. These are significant performance indicators and should be treated with the utmost seriousness.
Escalation Timing
Customer Escalation data is subject to a four-week delay. For example, an escalation submitted in Week 1 will be reflected on your scorecard in Week 4. This delay period provides Delivery Service Partners (DSPs) the opportunity to investigate and, if appropriate, appeal the escalation.
Preventing Escalations
The most effective way to prevent escalations is to consistently follow Amazon’s delivery protocols and provide courteous, respectful service in every customer interaction. This includes:
- Following all delivery procedures accurately and consistently
- Respecting customer property and preferences
- Maintaining a professional and calm demeanor at all times
- If a customer engages in aggressive or inappropriate behavior, report the situation to your DSP manager immediately.
- In any situation involving physical threats or violence, contact emergency services first, followed by your DSP manager.
Protection Through Proper Procedure
Itโs important to understand that as long as you are consistently following the correct delivery procedures, Amazon will not uphold any customer escalation by default. If a customer complains but your actions were compliant with the process, the escalation will not impact your record.
By adhering to Amazonโs procedures and maintaining a high level of professionalism, you contribute to a positive customer experience and help reduce the likelihood of receiving a Customer Escalation.
