BPO-MANAGEMENT5 MIN READ
Handle a client escalation without sounding defensive
Use specific facts, impact acknowledgement, and inquiry in a client escalation conversation.
Anika AK Client operations sponsor S Specific facts I Impact R Recovery ask Escalation call 12 min The client opens hot Anika says the SLA miss is now visible to her VP. She wants accountability, not a weather report. If you defend first, you force the client to argue for the impact they already feel. 68% Monday SLA 80% contract target
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