Final answer:
De-escalation of an escalated case or account is typically handled by customer service representatives or, if necessary, escalated to a supervisor or the HR department. The approach includes calm communication, active listening, and problem-solving focus.
Step-by-step explanation:
De-escalation in the context of case or account management is the process of calming down a heightened situation, particularly one that involves an unsatisfied or agitated customer. The responsibility for de-escalating an escalated case or account typically lies with customer service representatives, although it might sometimes require the intervention of a supervisor or the HR department if the situation proves too complex or sensitive for the initial responder to handle.
Effective de-escalation techniques include staying calm, actively listening, and choosing words carefully to avoid exacerbating the situation. It is important to avoid placing blame and instead focus on solving the problem. Asking open-ended questions can help understand the person's grievances, and restating what you've heard confirms that you are listening, which can have a calming effect. If resolution efforts fail, escalating the matter to higher authorities like a supervisor or HR is the appropriate next step.