Email templates / Escalate to a manager
A manager reads an escalation in ten seconds. Put the problem, the impact and what you need in the first three lines, and add the history underneath.
Replace the [brackets] with your details. Change the tone to fit your relationship with the reader.
Hi [Name], I need your help with a customer issue. Customer: [name]. Problem: [one line]. Impact: [who is affected, since when]. What I need: [decision or action] by [time]. Details are below.
Hi [Name], I would like your approval for an exception. Customer: [name]. Request: [what]. Why it matters: [short reason]. What I recommend: [your view]. I will wait for your answer before replying to the customer.
Hi [Name], this is the [third] time [issue] has come up this week. Cases: [links]. I think the cause is [guess]. Could someone from [team] take a look today?
Typing a quick draft and fixing the tone is faster than starting from a template. This is a real rewrite from NudgeWrite, using the Professional tone:
customer is angry, refund not working, need ur help now
The customer is upset, the refund process is not functioning, and immediate assistance is required.
Select your draft in Gmail, Outlook, Zendesk or any text box, press Cmd+E (Ctrl+E on Windows), pick a tone and click Replace. 50 free rewrites, no card.
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