AI Lesson

#6. Customer Service: De-escalation, Tough Scenarios & Recovery

De-escalation Playbook — Apply frameworks (e.g., L.A.S.T./H.E.A.R.D.), regulate tone, set boundaries, and know when to involve a supervisor. Handling Tough Scenarios — Manage anger, no-receipt returns, defects, or suspected fraud—safely and professionally. & Problem Diagnosis & Recovery — Identify root causes (5 Whys), offer fair remedies, follow up, and “close the loop.”