Learn more about problemsolving with this collection
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Give Caretaking Statements
It can be awkward to ask for what you want. One way to make the situation less of a tug-of-war and more of a collaboration: try using "caretaking" statements, like "I appreciate you being patient with me as we figure this thing out."
You're not losing focus on the problem at hand, but you're also signalling the work they're doing to help you. This kind of language can preemptively keep tension low so you and the representative can focus on problem-solving together.
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Show Vulnerability
If you're met with a wall of business-sounding script from the representative, try to remind them that you're both humans. Use the representative's name when you talk to them. You can even mention what's around your surroundings to give them a brief glimpse into your life.
Now that's two hu...
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Calibrated Questions: Make Them Your Ally
Calibrated questions are that give the customer service representative a chance to pause and take your perspective.
You can ask, "what would you do in my situation?" or "I really wasn't expecting to wake up to this unexpected charge – what do you think I should do next?" This helps them col...
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Separate the Person from The Problem
Remember, the customer service representative isn't personally responsible for the problem you're calling about. When you speak to a representative, establish that you don't blame them for the problem.
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Don't Lie – Be True to Who You Are, While Also Being Respectful
- Being stuck on an endless call-transfer loop from department to department can be frustrating. But don't lose your cool. You can show your annoyance without blowing up.
- Remind the representative you're not angry with them personally, and say something like: I'm really frustrat...
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- Use the "feedback sandwich" method when advising. Give a positive comment, then the feedback that could potentially be construed as criticism, and finish by reiterating the positive. That way the criticism is "sandwiched" between two positives, making it seem less harsh.
- Fo...
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When You Don't Know What's Wrong
Solving a problem is very difficult when its cause is hard to trace. You can’t isolate the trouble the same way you would dunk a leaky inner tube into a bathtub to see where the bubbles come out, for example.
What you can do is try to focus on better inputs: i.e, if you're struggling b...
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