I heard Anna on a call with an uninformed customer service rep.
From the one side, I was hearing of the conversation, the rep wasn’t quite understanding what Anna was asking for.
As I listened, though, Anna kept trying different ways of starting her needs to the rep. It sounded like she was presenting a challenge that the rep hand never encountered before. She even said so herself into the phone.
As I noticed Anna’s voice steadily rising and her annoyance growing, I offered some unsolicited but needed advice to interrupt the conversation.
“Just hang up and call back — you’ll get someone else. Or ask to speak to someone else.”
Anna asked for a supervisor. The issue was easily resolved within a few minutes.
Sometimes in life, you’ll engage with a person who you conclude is (relatively) dumb.
For the situation at hand, this person doesn’t understand or can’t help or is otherwise not useful for your needs.
Don’t get mad at them. They were who they were before you came around.Don’t get mad at them. They were who they were before you came around. Click To Tweet
Don’t argue with them. You won’t change their minds.
Don’t “set them straight” with #facts. They have their own facts.
Customer service representatives are human. While they are trained and taught, not everyone is created equally.
For each useless rep who takes your call, there’s a good, useful rep who can get you what you need — IF you first stop talking to the ineffective rep.
For every non-believer who doesn’t want to hear your sermon, there’s a whole congregation that is waiting to hear today’s word — IF you can pry yourself away from the heathens.For every non-believer who doesn’t want to hear your sermon, there’s a whole congregation that is waiting to hear today’s word — IF you can pry yourself away from the heathens. Click To Tweet
Let them live. For the dumb ones, they are just as irritated listening to you as you are talking to them.
By the way — here are some past MasterClasses I’ve done on communication —
#393: The People Skills You Need In Order To Sell Successfully
#47: 3 Tips For Improving Your People Skills
#1260: People Skills That Will Improve Interpersonal Relations Immediately
#1264: 3 Communication Skills You Must Master ASAP
#766: The 7 Biggest Business Communication Mistakes People Make
#568: The Communication Skills You Must Learn For Life
You get full access to the full version of all of these as a member of the Game Group. Start your free 14-day membership trial here: http://workonmygame.com/gamegroup