Discussion / Reflection block
A. Clarity & customer perspective
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Which sentence helps the customer feel informed?
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Which phrase sounds the most professional?
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How can you explain delays without sounding defensive?
B. Confidence & control
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Which part of the timeline explanation is difficult for you?
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Which words help you sound calm and confident?
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How would you react if a customer is unhappy about a delay?
C. Real-life application
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Which of these questions do customers ask most often?
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Do you usually explain timing by email or by phone?
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What information should you always check before giving a timeline?