Learn Before
Customer Escalations and Exception Handling for Supervisors @ 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.
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Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor
Learn After
Ch.1 Interpersonal Communication and De-escalation - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor
De-escalation playbook.docx
Escalation case notes.txt
Ch.2 Escalation Protocols and Operational Compliance - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor
Refunds and exceptions policy.pptx
Scanned memo.pdf