CCSM-110: Navigating Internal & External Escalations

01
Getting Started
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- Course Overview
- Learning Outcomes
- Learner Workbook
- Slide Handouts
- Introduction
02
Escalation Prevention
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- Escalation Prevention
03
Owning The Problem
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- Owning The Problem
- Learning Checkpoint
04
Internal Escalation Management
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- Internal Escalation Management
05
Expectation Management
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- Expectation Management
- Learning Checkpoint
06
EXERCISE: My Broken Guitar Case Study
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- Exercise Instructions
- United Breaks Guitar Case Video
- United Breaks Guitar Case Study Summary
07
Wrap Up
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- Wrap Up
- Reflect On Your Learning
- Share Your Feedback
08
Bonus Resources
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- Recommended Reading

How you address issues and handle expectations make a huge difference in how you’re perceived by your customers. Learn how you can take ownership of your customers in the right way, and navigate both internal and external escalations.