Difficult Customer De-escalation (LEAP)

Full procedure

1. 1Review the Difficult Customer De-escalation (LEAP) standard on the department portal before you begin.
2. 2Confirm you have the required access, PPE, or tooling for the task.
3. 3Listen, Empathize, Apologize, Problem-solve — the LEAP framework.
4. 4Complete each step in sequence — do not skip or reorder.
5. 5Record completion in the system of record (log, ticket, or checklist).
6. 6Escalate any deviation from the standard through the escalation path.
7. 7Debrief the team lead at handoff on anything unusual.

Common mistakes & exceptions

• Skipping the WMS/system logging step — every action must have a system record.
• Not photographing exceptions before escalating.
• Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Frequently asked questions

Related procedures (knowledge graph)

Required forms

• Difficult Customer De-escalation (LEAP) Log
  CS-407

My private notes

Revision history

1. 2025-02-22
   Version 3.6 republished by Isabelle Dubois.
2. 2026-11-08
   Reviewed for annual compliance.
3. 2024-11-04
   Initial publication.