9/ This is a defective reaction to a stimulus....but it's also misunderstanding the stimulus! When I was a teen and I worked in a bookstore, if someone came in and said "hey, I was overcharged for this book", I understood that they were not attacking me.
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24/ I remember once, circa 2000, I was doing a mortgage refi, and the bank screwed up and let my rate expired. I demanded the original rate. Front line support tried to attrit me away by talking. I stayed on the phone for 90 minutes before they folded.https://twitter.com/serbantanasa/status/1430152816136491014 …
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25/ yep; agreed one of the first things they told us in AFROTC was that "uniform" meant "one shape", because while in uniform we were all representatives of the same organizationhttps://twitter.com/TheLumpenprole/status/1430153149411627008 …
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I agree with the response thread. When I have an issue and I get nowhere within a minute, I calmly ask to escalate to someone w/ authority. Only once did I have someone beg me not to escalate and they fixed everything right then and there.
Thanks. Twitter will use this to make your timeline better. UndoUndo
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I spent three or so years in a customer facing role at a F500, and our training literally discouraged in the strongest terms using 'we' or speaking on behalf of the organization, some mild evidence for the response thread. You were told to always take PERSONAL responsibility.
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I can see how that would be appropriate in some instances and complete nono in others. Such as if you are directly quoting a company policy. - Show replies
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