Worked Example: Build a DESC Script
Construct a complete DESC script from a messy complaint about a missed handoff.
Messy complaint: Jordan keeps dumping customer escalations on Support at the last second. Mutual purpose -> Describe -> Express -> Specify -> Consequence The shortcut is to say, 'You keep dumping work on us.' That may express the frustration, but it invites an argument about intent and frequency. It also fails to state the replacement behavior. 1. Add mutual purpose I want support handoffs to be predictable and fair to the customer. This creates safety and shows that the point is the operating system, not Jordan's character. 2. Describe the behavior The last two customer escalations were transferred after 4…
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