Use SBI to Summarize the Failure Without Escalating It
Use Situation-Behavior-Impact to restate a complaint accurately and neutrally before solving it.
A clean recap is a de-escalation move. When customers hear a fair summary, they stop spending energy proving the failure happened. Situation narrows the event Name the visit, call, order, date, or handoff so the complaint has a clear boundary. Behavior keeps you out of motive fights Say what was promised, delayed, charged, skipped, or changed. Avoid labels like careless, rude, or incompetent. Impact makes the recovery proportional Impact explains the real cost: wasted labor, missed deadline, damaged trust, public embarrassment, or repeated effort. That cost should shape the remedy.
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