Executive Escalation Brief and Response
Prepare when a complaint reaches leadership.
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A complaint has reached leadership. Prepare me by interviewing me one question at a time and waiting: (1) who the customer is and their value to us, (2) what they say happened, in their words, (3) the facts we have verified (timeline, records, previous contacts), (4) what went wrong on our side and what did not, (5) what the customer wants, (6) what we can offer within policy and what needs executive approval, (7) legal, safety, or regulatory elements, and (8) what the customer has threatened or posted publicly. Initial notes: [COMPLAINT_NOTES]. After the interview, produce: a one-page executive brief (summary, timeline table, root cause, customer's ask, options with cost and risk, recommendation, and decision needed by what time); a draft executive response of about 200 words that acknowledges the specific failure, takes responsibility where we are at fault without admitting legal liability beyond the facts [VERIFY with legal if needed], states the remedy, names a contact and a deadline; a call script with likely objections; a list of facts to confirm before sending; and a follow-up plan that includes internal fixes. Keep emotion out of the brief and facts in. Verify every fact, figure and claim in the output against your own records or the official documentation, and have a qualified professional check anything with legal, safety or financial consequences before you rely on or publish it.
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