CUSTOMER-EMPATHY5 MIN READ
Respond to an upset customer without getting defensive
Choose responses that reduce defensiveness and move an emotional customer toward a concrete next step.
Amira AM Executive sponsor 01 Acknowledge the experience 02 Surface the need 03 Move to request Amira says, "I am tired of repeating the same issues to different people." A defensive response will make the handoff problem worse, not better. 4 handoffs in two weeks 1 sponsor losing trust fast Observation → feeling → need → request Hear the repeated handoffs, the frustration behind them, and the need for confidence and continuity. Weak move
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