Business & strategyService recoverytext

Interview a complaint without defending too soon

Extracts observable failure points for investigation.

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Prompt

Inputs: [CUSTOMER ACCOUNT], [SERVICE RECORD], [KNOWN TIMELINE]. Draft neutral questions that distinguish expectation, event, impact and attempted recovery. Do not assign blame from a single account. Output: An interview guide, evidence requests and provisional hypotheses. Check: Each hypothesis has a way to disprove it. If essential information is missing, identify it rather than filling the gap with a guess. Separate questions appropriate for the customer from internal checks that need staff records.