Sixty-Second Uninterrupted Listening
During the first phase of an escalation, supervisors must actively listen to the customer without interrupting for a minimum of 60 seconds. This rule applies even when the customer is factually incorrect or mistaken about store policies, allowing the customer to express their grievance fully before any clarification begins.
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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
Under the uninterrupted listening guideline, how should a supervisor handle an interaction if the customer makes factually inaccurate statements about store policies during the opening phase?
The 60-second uninterrupted listening guideline represents the maximum duration allocated for customer speech during an escalation.
Which specific job role is designated to carry out the sixty-second uninterrupted listening requirement during escalations?
Match each escalation concept with its corresponding operational description.
Uninterrupted listening is required specifically during the ___ phase of an escalation.
Order the stages of handling an escalated customer interaction chronologically according to the framework.