🤝 A difficult but useful conversation
Work in threes. Change roles after three minutes.
Customer: You need to travel today. You are disappointed and ask whether the car can be ready in one hour.
Service adviser: Ask one question about the symptoms. State one fact. Explain one responsible next action. Do not invent a repair time.
Observer: Record the exact fact, the useful question and the agreed next step.
Finish
| Customer concern | ____________________________ |
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| What we know | ____________________________ |
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| What happens next | ____________________________ |
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| When we update | ____________________________ |
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