TOWING-BUSINESS5 MIN READ
Calm the Angry Stranded Caller
Use active listening to de-escalate an upset towing customer while preserving accurate next steps.
Ms. Lewis ML Stranded customer R Reflect C Clarify S Summarize Delay call 20 sec The moment The customer has waited 52 minutes in a dark lot and feels abandoned. Defensiveness from dispatch turns a delay into a trust failure. 52 minutes waiting dark lot safety perception
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