Root cause
This root cause happens when a real service error occurred
What is a mistake
You ruined my lawn
Likely emotion
Frustration
This happens when a tech explains to early
Escalation
What does the h stand for
What is hear them out
This phrase lowers defensiveness
What is validation
This root cause involves a gap between what the customer expected and what happened
What are unmet expectations
You guys keep raising my prices
Likely underlying issue
Financial stress
This feeling triggers most defensive reactions from technicians
What is feeling attacked
What does the e stand for
What is empathize
This phrase shows partnership
What is collaboration
This root cause may have nothing to do with the lawn
What is a custo er is having a bad day
It looks worse since you started
Under lying issue?
Confusion or misunderstanding
Emotion must drop before this works
What is logic
The A stands for this
What is apologize
This phrase apologizes for experience with out admitting fault
I'm sorry this has been frustrating
A customer is angry because their weeds aren't gone after one treatment
What are unmet expectations
Customer keeps interrupting
Likely emotion
What is feeling unheard
When we defend too early, the customer feels this.
What is dismissed
The Tstands for this
What is take action
This phrase signals escalation upward appropriately
What is im going to involve my manager
A gate was left open and the customer dog got out
What is a mistake
Customer says you people don't care
Underlying emotion?
What is feeling dismissed
Scenario
Customer is upset.tech immediately says, "that's not what happened"
What step in the cycle just occured
What is explaining or defending too early
Correct order of h.e.a.t.
Hear them out
Empathize
Apologize
Take action
Which of these is the best opening line
A. That not true
B. Let me explain
C. I understand why that's frustrating
D. That's company policy
C