Difficulty: How do I deal with someone who won't escalate my complaint?
- I'm the customer, and can't take business elsewhere; the other party (let's call them REP for Representative) works for the government or corporate behemoth (e.g. airline, university).
- Email and telephone are both possible, but not meeting in person.
- I need escalate to someone else because REP still hasn't resolved the difficulty even after much interaction.
- I can't locate their superior's contact details, and so can't contact them directly.
REP should escalate immediately, but sometimes, REP tries to obstruct your request (e.g. fear of appearing incompetent to superior, or even failing to understand the need for escalation). For my first try, I'd state: 'Our prolonged communicating still hasn't solved the difficulty. So I request to try communicating with someone else for efficiency.'
But then I have had REP answer obstructively:
Escalating above me will not solve the problem, or produce a different answer.
I'm the most senior person who can help you; nobody else can.
The following retorts against these obstructions sound too insulting:
- I don't wish to communicate with you further because I'm troubled by your resistance to my request.
- I lack the time and energy to repeat myself about escalating.
- Your refusal of escalation isn't progressing my case.
- You appear incompetent or inept. (This last reason is too offensive.)