Good question, and there’s a great resource here: https://hackernoon.com/effective-strategies-for-handling-sensitive-issues-with-customers. At Social Discovery Group (SDG), we’ve implemented a tiered escalation matrix. If the issue involves legal concerns, multiple service failures, or emotional distress (like harassment or breach of trust), it goes straight to senior management. For standard delays or bugs, we handle them in-tier with enhanced attention. Knowing when to escalate is more about the emotional tone of the customer than the actual size of the issue.