Customer escalation management

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Customer escalation management.

2. P2

   Executes standard Customer escalation management activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Customer escalation management cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Customer escalation management, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Customer escalation management and develops other experts.

Roles that ask for it

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