Escalation, Challenge and Refusal
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Most requests that reach your desk are sound, and you answer them. Some are not. The account is not named. The sender has no power over you. The list is far wider than the case. Your job is then to say so, in writing, and to keep the data safe while the matter is settled.
This unit is about a defective request. It teaches no way to slow or dodge a valid order. A valid order is answered.
Focus: object in writing, preserve meanwhile, and escalate early.
Learning objectives
- Sort a problem request into "fix", "narrow" or "refuse".
- Name the grounds on which a company may lawfully push back.
- Apply the rule "object in writing, preserve meanwhile".
- Use three tiers of escalation, and know when to call a lawyer.
- List what a written refusal must contain.
- Keep a removal demand apart from a request for data.
- Handle child-safety reports and no-notice rules correctly.
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