Angry Repair Comeback Walk
Respond to a repair comeback by sequencing active listening before diagnosis and remedy.
The comeback The customer paid for a repair and believes the same issue returned. The store needs facts, but the customer needs to be heard first. Technical accuracy will not matter if the first response sounds dismissive. Active listening path Reflect -> Clarify -> Summarize -> Share Use reflection to lower heat, clarification to collect facts, summary to align, and sharing to explain the diagnostic path. Shortcut We need to diagnose it The customer hears care and the store protects facts. Listen first, diagnose second, decide responsibility third. Reflect R Step 1 The customer says the warning light is back…
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