Understanding the "Broken Record" Technique
Understanding the "Broken Record" Technique The "broken record" technique is a customer service strategy that involves repeating a specific, pre-determined message or solution to a customer's complaint. By consistently restating the message, regardless of the customer's objections or attempts to deviate, the customer service representative aims to convey a clear and unwavering response, leading to a resolution that aligns with the company's policies or guidelines.
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