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i never said it is her fault. but listing this as some kind of hard obtained, new knowledge? of course the company should properly train their support staff, e

i never said it is her fault. but listing this as some kind of hard obtained, new knowledge? of course the company should properly train their support staff, etc. but this is not the point here. people needing help are in a stressful mental state. they don't act rational, some stay nice, some turn into monsters. first step is to calm down, then solve the problem. some need tough love, some need love. dangerous analogy: sort of like dealing with an argument with your female partner in a relationship. it's first and foremost about the emotions at play, the factual problem is secondary. if you get stressed out by other people's emotions, you can't help them. basic human triage is calm down first, establish sympathy/empathy, then move to the issue. a good doctor works like that, a good sales person as well.

lsc 14y ago
>people needing help are in a stressful mental state. they don't act rational, some stay nice, some turn into monsters. first step is to calm down, then solve the problem. some need tough love, some need love. If you solve the problem, the rest of it goes away. Yeah, if you exasterbate the emotional bullshit, you can make it harder to solve the problem, but my experience on the phone? Playing the autistic nerd works just fine. They called for help on a problem, if you just bring the conversation back to the problem, and, you know, fix it for them, they are usually pretty happy with it, even if you don't "build rapport" or whatever. Of course, this assumes they are contacting you because they are trying to solve a technical problem. If you are sales or what have you, I'm sure the rules are completely different.