Claims Response Battledeck
Use specific, behavior-based language when responding to a damage concern.
Customer says: Your crew was reckless. Your crew was reckless and damaged my dresser. The customer is angry and wants accountability. Your line I see the scratch in your photo from today's delivery, and I understand why that is upsetting. I am opening a review with the condition photos and crew notes now. Do not reply with 'our crew is always careful' before reviewing evidence. It acknowledges impact without inventing facts or denying the customer's experience. Which reply protects trust and process? The strong reply names the situation, impact, and next step. What is the claims version of Behavior? Use…
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