A point I wanted to make regarding #2. "2. When you start a conversation by insulting yourself (e.g. “I’m such an idiot”), you will not make me laugh or feel sorry for you; all you will succeed in doing is reminding me that yes, you are, indeed, an idiot, and that I’m going to hate having to talk to you. Trust me, you don’t want to start out this way."
While I don't know about the veracity of this, I can say that a lot of research has been done to show that when dealing with any sort of customer service interaction, the best way to get to a good solution is to open the conversation with something along the lines of "I have a problem and I hope you can help me." Psychologically speaking, we are mostly wired to want to assist others when they ask for help, so this approach speaks to us on a humane level. When I worked tire warranty claims (Hi, Adam!), I know that I was much more willing to go out of my way to help someone who asked me for help rather than someone who was belligerent or otherwise unpleasant. By the time they called us, the consumer was already mad (meaning a tire had failed), so we got a lot of very, very angry people on the phone. On Feb 2, 12:40 pm, Edward Crosby <[email protected]> wrote: > http://bit.ly/z3I3VI > > ---------------------------------------- > Have a Better One, > Edward Crosbyhttp://about.me/edwardcrosby -- You received this message because you are subscribed to the Google Groups "The Unique Geek" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/theuniquegeek?hl=en.
