Decision Walk: The Escalation Call
Sequence reflection, affirmation, and add steps during a customer escalation.
Escalation start The customer says, We are done being your QA team. Your team wants to explain the fix, but the customer's injury is larger than the defect. The first response decides whether the call becomes evidence-gathering or repair-planning. LARA under pressure Listen -> Affirm -> Respond -> Add The add step is allowed, but it has to arrive after the customer hears their concern reflected accurately. Fix first Sounds efficient, lands defensive. The customer can evaluate a repair plan instead of defending the injury. Reflection is the bridge between anger and a usable repair request. 01 Opening 02 Repair…
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