Walk a damage-claim recovery
Use SBAR to structure a customer damage-claim conversation and internal escalation.
The claim A customer sends a photo of a fresh wall gouge after a hallway cleanout. The crew is unsure whether it was pre-existing. The first response either lowers or raises the temperature. SBAR Situation → Background → Assessment → Recommendation SBAR gives the office and crew one structure for facts, uncertainty, and next action. It is especially useful when the customer is upset and the team does not yet know the full answer. Defend Argue from memory. A response that is calm, factual, and action-oriented. Clarity first, certainty second. S Situation B/A Facts R Next step First fork The…
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