Your question is Escalation Management. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
How did you manage an escalation, and what changes did you make to your process? Explain the situation, your immediate response, how you communicated with the relevant stakeholders, and what you changed afterward. Focus on your personal actions, the outcome, and how you prevented a similar escalation from recurring.
