Define which matters staff can solve, which need a supervisor, and which require specialist or legal advice. Set response times and record the customer, order, issue, promised action, and owner. Staff should know that escalation is a control, not a failure.
Review escalated cases for common causes. Improve product information, delivery rules, training, or supplier controls when the same issue returns. Keep customer information private during the process.
KobStore can help a Kenyan seller maintain a clear public offer and contact route, while escalation rules protect the service after a customer needs more help than a standard response can provide.
