COMPLAINT-HANDLING5 MIN READ
Dialogue: The Angry Caller Who Keeps Interrupting
Use acknowledgment, summary, and narrowing questions to handle an angry complaint call without losing structure.
Dana Ortiz DO Operations manager L Listen S Summarize N Narrow The moment 20 sec Interrupted call Dana says the same team has failed twice this quarter and keeps cutting you off. Your job is to sound steady without sounding detached. 2 prior failures 1 angry caller
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