Page 51 - Kindness - No Forward

Silver Rule #6
The Rule of Respect

We must show respect for the other person’s feelings

“To be capable of respect is almost as rare as to be worthy of it.”
-Joseph Joubert

Defensive behavior destroys relationships. It doesn’t matter whether it’s a
business, customer, social, or family relationship, defensiveness will break
it and destroy it.

Defensiveness comes as a result of a need to justify an action. This is a
common problem in business; a customer has a problem and the customer
service representative spends a lot of effort explaining the cause of the
problem.

The customer doesn’t care.