Field Sales Incident Escalation Checklist
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About this incident escalation checklist
Incidents on customer visits rarely arrive neatly labelled. Access is denied, behaviour turns aggressive, a compliance concern appears, or you spot a potential data breach. In the moment, the risk is missing a critical step — or pushing on when you should stop.
This field sales incident escalation checklist gives operations teams a simple decision tree: when to stop the visit, who to contact, what evidence to capture, and how to confirm acknowledgement and next steps. It’s practical for lone and mobile workers, and it creates consistent escalation discipline across regions.
What this checklist covers
- Access denied and failed entry attempts
- Aggressive behaviour, intimidation, or threats
- Unsafe conditions on site
- Compliance concerns (including gifts, inducements, and conflicts)
- Data breaches and suspected data breaches
- Evidence capture and documentation without increasing risk
- Acknowledgement, ownership, and clear next steps
How to use it on a visit
Start at Immediate safety and stop decision. If there’s any immediate danger, stop the visit and get to safety first. Then follow the escalation route: emergency services if needed, your line manager or duty manager, and then the specialist team (compliance, data protection, health and safety, security).
Keep your notes factual and time-stamped. Capture only the evidence you need, and never put yourself at risk to get it. The final section closes the loop — you’re not done until someone has acknowledged the escalation and you know what happens next.
Why operations teams standardise escalation
When escalation is informal, people guess. They guess whether it’s serious enough, who owns it, what to record, and when they’ll hear back. Standardising the steps replaces guesswork with clear decisions and consistent documentation — so issues move faster, and people stay safer.
Run it in Ocasta for consistent follow-through
If you run this checklist in Ocasta, you can make escalation consistent across every visit: the same prompts, the same evidence expectations, and a clear record of acknowledgement and next steps. That means fewer missed steps, faster handovers, and better visibility for operations leaders.
Disclaimer: This checklist is for general guidance only and does not constitute legal, regulatory, health and safety, or professional advice. You are responsible for ensuring compliance with applicable laws, standards, and internal policies.
Included questions
Here's what's included in this incident escalation checklist:
Immediate safety and stop decision (6)
Start here. If there’s any immediate risk, stop the visit and move to a safe place before doing anything else.
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Yes/No
Is anyone in immediate danger right now?
Examples: threats, violence, weapons, unsafe building conditions, serious medical concern, fire, hazardous substances.
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Yes/No
Have you moved to a safe location?
Leave the premises if needed. If you feel unsafe travelling, stay in a public place and call for support.
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Yes/No
Have emergency services been contacted (if required)?
Call 999 if there is immediate danger or a crime in progress.
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Yes/No
Have you stopped the visit?
If safety, compliance, or data security is compromised, stop the visit. Don’t try to ‘push through’ to hit targets.
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Dropdown
What is the main reason for stopping or escalating?
Pick the closest match. You can add detail later.
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Text
Briefly describe what happened
Stick to facts: what you saw/heard, who was involved, and what you did next. Avoid speculation.
Escalation route and who to contact (7)
Use a simple decision tree: emergency first, then line manager, then specialist teams (compliance, data protection, security).
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Dropdown
What level of escalation is needed?
Choose the highest applicable level.
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Yes/No
Have you contacted your line manager (or duty manager)?
If you can’t reach them within 10 minutes for urgent issues, escalate to the next on-call contact.
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Yes/No
Have you contacted the on-call escalation contact (if required)?
Use your organisation’s on-call rota or escalation list.
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Dropdown
Which specialist team needs to be informed?
Select all that apply by completing additional logs if needed.
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Yes/No
Do you need to inform the customer contact that the visit is paused or stopped?
Keep it simple and factual. Don’t disclose internal escalation details or personal information.
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Dropdown
When will you provide the next update?
Set a clear expectation so nobody is guessing.
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Text
If ‘Other’, specify the update time
Example: ‘Tomorrow 10:00’ or ‘After speaking to DPO’.
Scenario checks (choose what applies) (7)
Work through the relevant scenario(s). If more than one applies, complete each section.
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Yes/No
Access denied: have you confirmed you’re at the correct site and time?
Check address, appointment details, and contact name before escalating.
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Number
Access denied: how many contact attempts have you made?
Include calls, messages, and reception/front desk attempts.
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Yes/No
Aggressive behaviour: did you experience aggression, intimidation, or harassment?
This includes verbal abuse, threats, discriminatory language, or blocking your exit.
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Yes/No
Unsafe conditions: did you identify an unsafe environment?
Examples: unsafe access, exposed wiring, unstable structures, poor lighting, unsafe lone working conditions.
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Dropdown
Compliance concern: what type of concern is it?
Choose the closest match.
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Yes/No
Data breach: do you suspect personal or confidential data has been exposed, lost, or accessed improperly?
If yes, treat as urgent and contact the data protection / IT security route immediately.
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Text
Data breach: what data and whose data may be involved?
Example: customer names, contact details, account information, photos, documents, device access. Keep it factual.
Evidence and documentation (5)
Capture enough evidence to support action — without creating extra risk or breaching privacy.
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Yes/No
Have you captured evidence safely and lawfully?
Only capture what’s necessary. Don’t put yourself at risk to get evidence. Follow local rules on photos/audio.
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Dropdown
What evidence have you captured?
Select the best match and add detail in notes.
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Yes/No
Have you recorded the time and location of the incident?
Include site name, address, and the time you arrived and left (or attempted access).
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Yes/No
Have you recorded who was involved (names or roles if unknown)?
Example: ‘reception staff’, ‘security guard’, ‘site manager’. Don’t record sensitive personal data unnecessarily.
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Text
Incident or case reference (if available)
Add the reference number from your incident system, helpdesk, or CRM.
Acknowledgement and next steps (6)
Close the loop. Make sure the right people have acknowledged the escalation and that you know what happens next.
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Yes/No
Have you received acknowledgement from the person/team you escalated to?
If not, re-escalate. Silence creates guesswork.
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Person
Who acknowledged the escalation?
Select the person responsible for next steps.
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Text
What are the agreed next steps?
Example: ‘Do not return to site until cleared’, ‘Reschedule with named contact’, ‘IT security to investigate’.
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Yes/No
Are you cleared to return to site or continue the visit?
If no, record the condition for return (e.g. escort required, new appointment, written confirmation).
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Text
When is the follow-up check-in scheduled?
Add a specific date and time.
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Signature
Sign-off
Confirms the escalation steps have been completed to the best of your knowledge.