「エスカレ/エスカレーション」の意味と使い方は?例文を含めて解説!【ビジネス用語】

「エスカレ/エスカレーション」という言葉の意味と使い方を知っていますでしょうか?
ビジネスシーンで使われる言葉ですが、正しい理解ができていないという人も多いかと思います。
この記事では「エスカレ/エスカレーション」の意味や使い方について分かりやすく解説していきます。
例文も紹介していきますので、最後までご覧ください。

「エスカレ/エスカレーション」の意味と使い方は?

「エスカレーション」という言葉について解説していきます。
日常会話ではあまり聞き慣れない言葉かもしれませんが、ビジネスシーンではよく使われる言葉です。
職場で上司や部下、同僚と仕事の話をしている中で使われることが多いと思います。
特に何らかの仕事上での情報伝達ルートが定められている場合や引き継ぎが必要な仕事をしている場合に、この言葉が使われることが多いと思います。
意味と使い方について紹介していきますので、ぜひご覧になってください。

エスカレーションは略してエスカレとも呼ばれます。
業務において、上長の指示を仰いだり、業務を引き継がせることを意味する言葉です。
例えばコールセンター業務で、オペレーターが回答できないような問い合わせがあった場合に、そのオペレーターの上長に判断を仰ぐ、もしくは回答自体を上長にお願いするようなケースはエスカレーションをしているケースになります。
単なる問い合わせではなくクレーム対応などでもエスカレーションすることが多いです。
担当者がマニュアルなどで決められた対応だけでは対処しきれないような状況になった場合に、上の立場の人間に対応判断を仰ぐ「仕事上の情報伝達の仕組み」がエスカレーションと呼ばれています。

「エスカレ/エスカレーション」の使い方を例文で紹介

・この問い合わせは私の一存では回答できないので、リーダーにエスカレーションします。

・クレームが入ったので、予め決められたマニュアルに沿ってマネージャーへエスカレーションさせて頂きます。

・その問い合わせは緊急で優先度が高いのですぐに課長へエスカレするように。

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