Damage Dispute Desk Deck
Recall short factual moves for damage disputes using SBI and service-recovery principles.
mixed-card-deck battlecard comparison-card Objection That scratch was already there. Use when the customer disputes whether damage is new. Your line Let's compare the pickup and return records together. At pickup, this panel photo is clear; at return, I can see the mark here. I need to document that difference before we close the agreement. Do not say, "You caused it." Say what the record shows and what process happens next. It uses situation, observable condition, and impact while leaving room for review. Reflex vs move The customer says, "Your photos are wrong." The stronger move tests evidence quality instead of…
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