Disney's HEARD framework is very applicable to service recovery - https://medium.com/@kylelasalita/how-you-can-face-service-failures-the-disney-way-eeaa7dac7d35. We have modified to meet our particular needs at Stride
Before you start, know where you are in the CLG: Drama Triangle / Above or below the line. If you are above the line, everything below will go a whole lot more smoothly. If you are below, focus on the Willingness questions (https://conscious.is/excercises-guides/willingness-questions) - put in the work to get yourself above the line before engaging with others
Hear
Let our customers finish, uninterrupted. Let them vent out their frustration first, after all these people are like us and they want someone to listen.
Ask them specifically what they want e.g. "if you could wave a magic wand, what would you ask for"
You are the best person to hear this because you have the capability to make it right by them.
Practice conscious listening by mirroring back what you heard. Your goal is to get "that's right". Mirroring does not mean accepting as truth. Rather, it means that you've heard their story
Side note: the worst thing you can hear is "you're right". That's an indication that the person is emotionally defeated and doesn't actually believe what you are saying.
Empathize
Are you willing to see how their story is at least as right as yours? Ask yourself if you are willing to make these commitments:
I commit to curiosity and letting go of being right
I commit to taking my 100% responsibility for the issue
I commit to creating a win-for-all resolution
If you can honestly make these commitments, you are well on your way to finding a resolution
Apologize
An apology might be the only thing they’re looking to hear. You can never make it right no matter how many times you apologize, but this step is as crucial as the resolution itself. A simple and sincere apology goes a long way.
Reflect upon your 100% responsibility.
Resolve
Do it and do it right! Resolve the issue immediately if you can.
https://conscious.is/video/commit-to-creating-win-for-all-outcomes
Document your shared agreement, hopefully in our Shared Agreement. If not, via email. Ask for confirmation and do it in a way that orients them towards saying No e.g. "did I miss anything?" is much better than "did I get right?"
Identify and document any roadblocks anyone sees towards achieving this resolution
Diagnose
This is the most important part of the whole process: Document as much as possible. In Asana, create a 'Key Learning' task (https://app.asana.com/0/1126333631532426/1126333631532426).
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