Repair recovery reference cards
Recall repair service recovery moves using RATER and process-prevention thinking.
Service diagnosis RATER What does RATER check in a repair complaint? Recovery line Vague apology or confidence recovery? The stronger line gives proof and ownership. Stone concern How do I know this is my diamond? A customer is anxious after a reset or repair involving a center stone. Your line Let's verify it together using the intake photo, certificate or inscription details, and our final inspection notes. Do not answer only with 'trust us' when evidence is available. It replaces reassurance with observable assurance. Process prevention What should a repeated repair failure trigger? A defined process fix, not only a…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in