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Overview

This demo demonstrates expert complaint handling when a frustrated customer calls about ongoing heat pump issues and a promised callback from Kyle that never came. The customer threatens to contact consumer affairs.

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Key Highlights

  • Active Listening: Lets customer fully express frustration
  • Acknowledgment: Validates customer’s concerns
  • Documentation: Records all issues mentioned
  • De-escalation: Manages threat of consumer affairs contact

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Video Demo

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Call Details

  • Issues: Heat pump noise, functionality problems, missed callback
  • Customer Concern: Wants resolution without additional costs
  • Escalation Risk: Considering consumer affairs complaint

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What to Notice

  1. Patient listening without interruption
  2. Empathetic acknowledgment of frustration
  3. Professional response to escalation threat
  4. Focus on resolution rather than excuses