Never imply that the other person doesn’t care

Generally speaking, if you can keep customer service reps your friend you’ll have much better success in getting the outcome you want.

This is something I wrote about two weeks ago in my article about getting good customer service. Driving home last night it occurred to me that I had forgotten something. Here it is:

Never imply that the other person doesn’t care.

If you do, several things happen: People get defensive and take it personally. Instead of feeling like helping you, they’ll just want to get you off their back. Most likely the person does care, they just haven’t been able to meet your high standards.

So next time you call customer support (or write), take all of this into consideration and remember: it’s faster and easier to get a good resolution when you have a friend.

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