Turn "I Understand" Into Proof of Understanding
Use reflective listening that proves individualized understanding before solving.
Maya M caregiver Maya is already frustrated and has repeated the same issue twice. The service rep has one chance to lower the temperature without losing the facts. The words chosen now determine whether the customer collaborates or escalates. 2x issue repeated 6 min before callback SLA Specific empathy Reflect the actual stake, then connect the next action to that stake. Explain first Sounds efficient but often increases threat. The customer can help because they no longer have to fight to be understood. Stake named This is not just late. My father needs it for tonight. What do you say?…
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