Imagine you notice a trend of increasing complaints about a newly launched service, but leadership has not yet recognized it as an issue. How would you strategically approach this situation to get buy-in from key stakeholders and drive corrective action?

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I’d start by quietly validating my hunch with data. For example, I’d pull 4–6 weeks of contacts and tag anything tied to the new service, then quantify it: “Complaints have grown from 3% to 11% of contacts, and CSAT for this service is 0.6 lower than average.” I’d also grab 8–10 short customer quotes or call snippets that clearly show the pain.

Next, I’d share a concise one-pager with my team lead or manager first, framing it as, “Here’s what I’m seeing and a couple of low-effort fixes.” That might include a clearer help-center article, an internal FAQ, or a change to the confirmation email.

Once I have my manager’s support, I’d join a product or operations sync to walk through the impact and propose a small pilot. I’d commit to tracking results weekly so stakeholders can see complaints trending back down.

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