What should I tell my manager before an escalation?

Three facts in a fixed order: who the customer is and how long the issue has run, what they want in their own words, and what you already offered. Add mood and deadline in the same line. Then say what you need from them: a brief without a request leaves the manager guessing whether you want a decision or a takeover.

Send the brief before the transfer, not after: a brief written during the hold is read by the manager while the customer is still waiting, while one written afterwards is only a note to yourself. Two things also belong in it that the three facts do not carry. Say which decision you want, an approval, an exception or a call-back, because a manager who is guessing will ask the customer instead of you. And name any risk you have spotted, such as a safety issue, a legal threat or a refund above your limit, since those change who should take the call rather than how quickly.

When a Customer Asks for Your Manager: Escalation in English →