Glossary entry (derived from question below)
French term or phrase:
escalader
English translation:
pass up the line
Added to glossary by
Hattie Hill
Jun 30, 2009 13:34
15 yrs ago
3 viewers *
French term
French and Spanish to English in NYC
Native in: English 
Works in: French to English, Spanish to English
escalader
French to English
Bus/Financial
Business/Commerce (general)
This is from a Canadian (Quebecois) survey of call center customer service representatives.
Nous parlons contamment de service à la clientèle mais bien souvent pour faisons **escalader** des clients jusqu'à ce qu'il nous menacent d'aller aux médias pour des cas qui pourraient être régler dès la première ligne.
I get what they mean here but can't find the right term. Merci par avance !
Nous parlons contamment de service à la clientèle mais bien souvent pour faisons **escalader** des clients jusqu'à ce qu'il nous menacent d'aller aux médias pour des cas qui pourraient être régler dès la première ligne.
I get what they mean here but can't find the right term. Merci par avance !
Proposed translations
(English)
References
| Previous answer |
Emma Paulay
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Change log
Jul 9, 2009 10:53: Steffen Walter changed "Field" from "Other" to "Bus/Financial" , "Field (specific)" from "General / Conversation / Greetings / Letters" to "Business/Commerce (general)"
Proposed translations
+5
2 mins
Rob Grayson
United Kingdom
United Kingdom
Native in English
Specializes in field
United Kingdom
Related KudoZ points
:
444
Selected
pass up the line
My suggestion... it's clearly talking about passing clients further and further up the line (i.e. higher up in the hierarchy) until they get fed up and complain to the media.
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Note added at 16 mins (2009-06-30 13:50:44 GMT)
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"Refer up the line" might be a slightly better way of putting it.
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Note added at 40 mins (2009-06-30 14:14:46 GMT)
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Slight clarification, in light of Bourth's answer. "Pass the buck" may indeed be a very good way of getting the general idea across. The reason I suggestd "pass/refer *up the line*" is because there clearly is a notion of "escalating" from a lower to a higher level, as indicated by (i) the literal meaning of "escalader" and (ii) the reference to cases that could have been dealt with at first line (with the implication that they have instead been passed up to successively higher levels).
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Note added at 16 mins (2009-06-30 13:50:44 GMT)
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"Refer up the line" might be a slightly better way of putting it.
--------------------------------------------------
Note added at 40 mins (2009-06-30 14:14:46 GMT)
--------------------------------------------------
Slight clarification, in light of Bourth's answer. "Pass the buck" may indeed be a very good way of getting the general idea across. The reason I suggestd "pass/refer *up the line*" is because there clearly is a notion of "escalating" from a lower to a higher level, as indicated by (i) the literal meaning of "escalader" and (ii) the reference to cases that could have been dealt with at first line (with the implication that they have instead been passed up to successively higher levels).
4 KudoZ points awarded for this answer.
Comment: "Merci bien !"
28 mins
pass the buck
Might be particularly appropriate in Canada ...
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Note added at 28 mins (2009-06-30 14:03:07 GMT)
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Oops, meant no higher than 2 as L.
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Note added at 28 mins (2009-06-30 14:03:07 GMT)
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Oops, meant no higher than 2 as L.
+1
1 hr
escalate
In this context I'd be inclined to use the equivalent customer services jargon.
http://ezinearticles.com/?Designing-a-Process-For-Customer-S...
http://ezinearticles.com/?Designing-a-Process-For-Customer-S...
Reference:
http://www.netsuite.com/portal/industries/software/cus_mgt_escalation.shtml
http://blogs.oracle.com/Support/2008/05/hey_oracle_supportescalate_thi_1.html
Peer comment(s):
| neutral |
Rob Grayson
: Hi Emma... I would agree (and I dare say "escalader" itself is being used under the influence of EN "escalate"), except that you normally escalate issues rather than customers themselves // Fair comment
5 mins
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Hi Rob - yes, of course but I think the sentence could be structured to make that clear.
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| agree |
Michèle Voyer
: yes (i would write "to let the issue escalate" though, not the clients, it's just wrongly written, full of spelling mistakes, sometimes I am ashamed of my own origins!)
2 hrs
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Thanks, Michèle. Don't worry, you get badly written texts in all languages :-)
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4 hrs
to have them bumped up to someone higher (to handle the problem)
Hello,
That's how I read it.
I hope it helps.
That's how I read it.
I hope it helps.
1 day 7 hrs
our clients get fobbed off from one person to the next
I agree that "escalader" could mean that the clients are passed up the line as Rob says. It just seems to me that if they end up talking to someone at the top, why do they have to complain to the media. I'm wondering if in this context it means more that the company makes it hard work for the customer as in non-Canadian French there is the expression to "balader" somebody
Reference comments
59 mins
Reference:
Previous answer
Just for info.
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