When I have an issue with a corp and have to talk to a human I start with an apology to that individual.
“Hey I have an issue with X about Y, but I have nothing against you as a person. You’re just trying to do your job and probably deal with a ton of verbal abuse. I apologize in advance if I get upset or use crude language during this call. Be aware that I’m not upset at you I’m upset at the company policies.”
This works so well. I’ve been on the receiving end of that, and I wanted more than nothing more than to help resolve their issue. I felt acknowledged and validated, and wanted nothing but to return the favor. Do this.
Having been of both sides of this situation, this is excellent advice and will get you much better results on average because you get the CSR on your side and invested in a positive outcome almost every time.
My latest issue that didn’t help at all with with a Verizon call to a CSR in India. She was a human robot reading a script. Didn’t listen to me at all just following her prompts. An AI would’ve done a better job.
When I have an issue with a corp and have to talk to a human I start with an apology to that individual.
“Hey I have an issue with X about Y, but I have nothing against you as a person. You’re just trying to do your job and probably deal with a ton of verbal abuse. I apologize in advance if I get upset or use crude language during this call. Be aware that I’m not upset at you I’m upset at the company policies.”
This works so well. I’ve been on the receiving end of that, and I wanted more than nothing more than to help resolve their issue. I felt acknowledged and validated, and wanted nothing but to return the favor. Do this.
Having been of both sides of this situation, this is excellent advice and will get you much better results on average because you get the CSR on your side and invested in a positive outcome almost every time.
Yeah nearly every time they end up on my side.
My latest issue that didn’t help at all with with a Verizon call to a CSR in India. She was a human robot reading a script. Didn’t listen to me at all just following her prompts. An AI would’ve done a better job.