Open First In The Escalation
Choose an opening escalation question that gathers evidence without cornering the other person.
An executive sponsor is angry. Product suspects customer setup. Support has partial logs. What should Lena ask first so the team opens the funnel instead of starting a blame loop? What are we seeing on our side, and what is the customer reporting on theirs? Strong. It is open, evidence-seeking, and humble. It invites both perspectives before narrowing to cause. Did the customer configure SSO incorrectly again? Weaker. It is closed and leading. It may confirm a suspicion, but it signals blame before the facts are mapped. Can Engineering own this while Customer Success keeps the sponsor calm? Weaker. It…
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