baobabCustomer care foundations All changes savedPublish
FlowCanvasSimulation
LESSON 02
Listen for what sits behind the request.
Good service begins before the answer. Give the customer space to explain what happened, then confirm the outcome they need.
A
Reflect the concern “You expected the transfer yesterday, and you need to know when it will arrive.”
B
Move straight to policy Share the standard processing window before checking the details.
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