DE-ESCALATION-IN-PERSON5 MIN READ
Dialogue With a Trapped Customer
Use collaborative verbal de-escalation through a denial, limit, and recovery turn.
Victor V stranded customer N Name B Boundary R Recovery The moment 20 sec Travel desk Victor hears there is no same-day rebooking and says staff stranded him. The fact is fixed, but the next choices are not. 0 same-day seats 1 counter pound
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