Separate Acknowledgment of Feelings and Facts
In the acknowledgment stage of de-escalation, supervisors must address the emotional experience and the factual situation as separate elements. Identifying and naming the emotion validates the customer's personal frustration (such as the cost of an extra store trip), while restating the facts verifies the objective issue (such as an order arriving without a charger).
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Prep Sessions
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
Listen, Acknowledge, Solve Framework - Customer Escalations and Exception Handling for Supervisors @ University of Michigan - Ann Arbor
Related
Listen, Acknowledge, Solve Sequence
Sixty-Second Uninterrupted Listening
Separate Acknowledgment of Feelings and Facts
Consequence of Premature Problem-Solving
Example of In-Store Escalation Handled via Dual Acknowledgment
Under the LAS framework, how is a supervisor required to conduct the initial listening stage during a customer escalation?
Under the LAS framework, supervisors may rearrange the order of the steps if a customer demands an immediate resolution.
What two distinct elements must a supervisor acknowledge during the second step of the LAS framework?
Explain the structural rules governing how a supervisor must progress through the Listen, Acknowledge, Solve (LAS) framework during an escalation.
Match each stage of the LAS framework to its core supervisory objective.
The Listen, Acknowledge, Solve (LAS) framework is a mandatory procedure designated for customer escalations on the ___ floor.
Arrange the stages of the LAS framework in their mandatory chronological order.
Identify the procedural error the supervisor committed according to the LAS framework.
Sixty-Second Uninterrupted Listening
Separate Acknowledgment of Feelings and Facts
Learn After
During the acknowledgment stage of de-escalation, what is achieved by restating the facts of a customer's situation?
During the acknowledgment stage of de-escalation, supervisors should address the emotional experience and the factual situation together as a single combined element.
What effect does identifying and naming the customer's emotion have during the acknowledgment stage?
In the acknowledgment stage of de-escalation, supervisors must address the emotional experience and the factual situation as ___ elements.
How should the supervisor apply the acknowledgment stage to address both the customer's feelings and the facts in this scenario?
Consequence of Premature Problem-Solving
Example of In-Store Escalation Handled via Dual Acknowledgment