Write an Escalation Script

Write an escalation script for customer support agents handling difficult situations.

Context:
- Type of business: [SAAS / E-COMMERCE / SERVICE / etc.]
- Common escalation triggers: [E.G. BILLING DISPUTE, PRODUCT FAILURE, REPEAT CONTACT, AGGRESSIVE CUSTOMER]
- Escalation path: [TIER 1 → TIER 2 → MANAGER]

Script should cover:
1. De-escalation opening — how to acknowledge frustration without admitting fault
2. Active listening phrases — what to say to show you hear them
3. Information gathering — what to ask before escalating
4. How to explain what happens next (set expectations)
5. Transferring to a manager — what to say to the customer and what to brief the manager with
6. Phrases to avoid (that inflame the situation)
7. Post-escalation follow-up template

Include word-for-word scripts the agent can adapt.