Customer Effort Recovery Cards
Recall effort-reduction moves for complaints, transfers, and callback failures.
The customer is angry, so should I apologize until they calm down? Repeat-contact or failed-callback recovery. Your line Apologize once, then remove work: "I can see the prior notes. I will own the next step and send the confirmation before we end." Repeated apology can sound like empathy while leaving the customer in project-manager mode. Customer Effort improves when ownership and context reduce the next action required from the customer. Which recovery line lowers effort? Compare charm vs. ownership Effort falls when the customer no longer has to chase ownership. What is the effort-reduction question after a complaint? What are…
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