Page 55 - Kindness - No Forward

Let’s take that same example and try some non-defensive problem solving.
(I’ve highlighted the non-defensive responses by putting them in italics.

The customer calls the telephone company for the third time with a billing
complaint. After listening, the telephone representative replies,

“I understand how you fell. I wouldn’t want to call three times, either. What
can I do to help?”

See the difference? This time the representative agrees with the feelings of
the customer and then goes straight to solving the problem.

Let’s take the dialogue further and se how we can continue to be non-
defensive even if the heat gets turned up a little. Keep your eyes open for
the “can’t/can” technique.

In response to the representative’s question about solving the problem, the
customer says, “Well, you can begin by giving me credit for the last two
months’ bills since you can’t seem to get them straight.”

Of course, this is an impossible request to grant, but the telephone rep
says,

“I understand how your feeling that way. I’d probably want a credit myself.
I can’t give you a credit, but I CAN go immediately to accounting and
correct the bill. Would that work?”

Notice that the rep has once again agreed with the customer’s complaint
and has even asserted that he might feel the same way in that situation.
The rep then offers a workable compromise, saying what they can’t do
followed by an offer of what they CAN do to solve the problem.

Now, let’s suppose that the customer continues to complain. “This is
pitiful. A company like yours, who claims to take care of customers, not
giving a credit to a little customer who has been put out.”

The rep would respond,

“I sense your dissatisfaction and understand. I can’t give you a credit.
What I can do is go right to accounting and get this straightened out. Then
I’m going to call you back and let you know we made the correction.”

Because the rep sticks to this non-defensive problem-solving technique,
the customer finally gets the picture that the rep is not going to argue with
her and wants to help. By agreeing with the feeling and continuing to offer
compromise solutions, the two will finally agree to a resolution.