Listen, Acknowledge, Solve Framework - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor

Emotional Labelling and Bounded Choices - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor

University of Michigan - Ann Arbor

This training prepares newly promoted store supervisors to handle customer escalations calmly, professionally, and within store policy. Supervisors will master practical de-escalation techniques such as emotional labelling and bounded choices, while understanding their specific exception authority limits. The training also covers standard refund windows, documentation standards, and fraud detection protocols.

Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor

Ch.1 Interpersonal Communication and De-escalation - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor

docx material of the course "Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor".

De-escalation playbook.docx

text material of the course "Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor".

Escalation case notes.txt

Ch.2 Escalation Protocols and Operational Compliance - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor

pptx material of the course "Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor".

Refunds and exceptions policy.pptx

pdf material of the course "Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor".

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