Escalation & Recovery Playbook

Every agency eventually has a client in crisis. The Client Recovery Protocol is a step-by-step system for managing escalations: signal detection (what does a client in trouble actually look like before they go loud?), response time SLAs by severity, a de-escalation conversation framework, recovery plan templates, and a decision tree for when to resolve at team level vs. Have the protocol ready before you need it.

• Turn an unhappy client into a case study in recovery - step-by-step

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