The Customer Service Survival Guide (thanks for the rec @made_in_cosmos) was a pretty good parenting book except for that one weird passage at the beginning where it somehow said that it was okay to ignore all this stuff and treat the person like shit if it was your own 3yo.
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Yeah basically anytime I am saying not to someone I’ve been consulting the scripts from this book and it does seem better. Hmm, also seems like potentially good strategy for my internal dialogue actually so I want to pay attention to that part as well.
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Here’s an example from the appendix where a customer has a laptop with a broken screen that isn’t covered by the warrantee. The stuff it says to say does seem much better than just saying that the damage isn’t covered!pic.twitter.com/s4sbUeQ4xy
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