SALES-CS1 MIN READ
Handling Customer Complaints Effectively
Use the SBI framework to provide clear feedback on performance issues.
Handling Customer Complaints Effectively SCENARIO · GIVING FEEDBACK Alex just received a complaint from a customer about a delayed order response. The situation 0:00 The exchange 0:03 The takeaway 0:29 Jordan Alex, during yesterday’s call with the customer, the order response was delayed by over an hour. 0:09 Alex I was juggling multiple tickets, so I lost track of the time. 0:13 I appreciate your effort, but that delay frustrated the customer. 0:18 I understand. I'll prioritize better next time.
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