Is this the right approach when escalating a problem when you can't solve it?

by cnsr0033. Posted on Sep 16, 2020    2


Hopefully this is the appropriate sub to ask my question.

So this is a problem that I've been disciplined on. I accept what was said, and im hoping for some feedback on the better approach when wording such an issue.

What I said to a client was, " I don't know much about that product, but let me get you to my manager who does" I passed the client to him and he took the call.

So for some context is there is a new device our company has introduced, but isn't released yet. They send a few prototypes to their top clients and one of them required some support on it. I had no access to this device. No manual, no testing, nothing. I have not been introduced or trained at all. So i sent the call to my manager.

I been disciplined because what i said caused the company 20 million in sales and had to sign that I been written up on the issue. To be honest I believe there is more to the story, but that is what I said on the recording. I don't know what transpired between my manager and that client, but this is where we are at.

What would be the professional way of escalating this.