De-escalation & Supervisor Requests

Article Title

De-escalation & Supervisor Requests

Category

Customer Support / Escalation Handling

General Information

De-escalation is the first and most important step when handling upset or escalated players. Agents should always attempt to resolve the issue through empathy, education, and ownership before escalating to a supervisor.

Supervisor escalation should only occur when truly necessary and after all appropriate steps have been taken.

Purpose / Objective

To guide agents in effectively de-escalating player concerns, taking ownership of issues, and determining when supervisor involvement is required.

Scenario / Use Case

A player is upset and requests:

• A supervisor
• Immediate escalation
• Further action beyond the agent’s scope

Step-by-Step Instructions

1. Start with De-escalation

• Allow the player to fully explain their concern without interruption

• Show empathy:

• Acknowledge frustration
• Validate their experience

• Ask clarifying questions:

• Understand why they want escalation

• Provide education:

• Explain policies, processes, and next steps

• Offer solutions wherever possible

2. Take Ownership (If Needed)

• Assure the player you will investigate their concern

• Explain actions being taken:

• Reviewing account
• Consulting leadership

• Offer follow-up options:

• Call back if applicable
• Continued assistance

• Reach out to leadership (B&Q) for guidance

3. Evaluate Supervisor Escalation

Before escalating, confirm:

• De-escalation was attempted
• Ownership was taken
• Accurate information was provided
• Leadership support was consulted

4. Escalate When Appropriate

Immediate escalation scenarios:

• Threat of contacting media
• Threat of posting publicly on social media
• Filing formal complaints
• Contacting the Attorney General
• Agent lacks access to necessary tools or resolution

5. Supervisor Callback Process

• Summarize steps taken

• Inform player:

• Case will be escalated

• Confirm:

• Phone number
• Preferred contact time

• Set expectation:

• 3–5 business days for callback

• Create escalation case

6. Complete Escalation Documentation

Include in case:

• Summary of concern
• De-escalation attempted (Y/N)
• Steps taken
• Reason for escalation
• Approval from Team Lead

Additional Information / Tips

• Use positive language (avoid “can’t,” “won’t,” “unable”)
• Focus on what can be done rather than limitations
• Maintain a calm, friendly tone
• Never argue with the player
• Smile and maintain good tone—it reflects in communication
• Always look for solutions before escalating

Variations / Related Questions Phrased Differently

• “I want to speak to a supervisor”
• “This isn’t good enough, escalate this now”
• “Can I talk to your manager?”
• “I want to file a complaint”

Common Issues / Troubleshooting

• Issue: Player immediately demands supervisor

• Attempt de-escalation and understand their concern first

• Issue: Player remains escalated after support

• Take ownership and offer follow-up

• Issue: No resolution available at agent level

• Escalate appropriately

• Issue: Agent unsure of next steps

• Consult leadership before escalating
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