Handling Difficult Situations

DO: Acknowledge frustration, Take ownership, Provide specific action, Set clear expectation, Follow up

DON’T: Blame departments, Make impossible promises, Be defensive

STRATEGY: Simple language, step-by-step. Break down into simple steps. Avoid jargon.

RECOGNIZE: Multiple calls = anxiety or lack of trust. Review full history, provide clear status, set reminder for personal follow-up.

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