[Courses] [Spineful Living, lesson 5: The Hardest Nos]

[Valorie Zimmerman]

On Tuesday 08 May 2007 08:49, Terry Hanson wrote:
> I've had rather an interesting experience with Sears 1-800 telephone
> specialists this past week.  It started on Sunday with trying to order a
> simple bra off of their .com website.  One price was shown, then it would
> jump to another much higher price.  I call the 800 number and get a female
> type voice that tries at first to find the same page I'm on, can't find
> what I have, and gets frustrated.  I ask for her super and this one has to
> confer with her super about my problem.  They tell me to fax them proof of
> what I'm seeing and they will take care of the problem.
>
> I do so on Monday and two days later I still haven't heard anything.  I
> call on Wednesday, get another female type voice that can't handle the
> situation, I ask for her supervisor, and this one actually starts to argue
> with me, interrupting me and telling me all about how their computer system
> works and that I need to click the refresh button because its been updated
> lalalala, and is getting downright rude with me.  I ask for her super.  I'm
> getting very frustrated by this time, but manage to keep my cool, however
> my voice drops to a quiet, kill you-die now tone.  This super  tells me to
> fax my info to her direct number, and she will take care of the problem.
>
> I do so on Thursday, along with many thanks and a line that states that if
> I do not hear from her by the end of the business day, I will contact CEO
> headquarters.  She has a full business day to take care of this.  I do not
> hear from her.  I wait throughout the weekend, and Tuesday I call HQ in
> Illinois.  They transfer me back to the original 800 number.  I call it
> again,  and a very friendly female type voice listens to my complaint, I
> tell her what I want, and she says...she says..."I can help you with that,
> I can take your order right now, and put in a request for credit to make up
> the difference!"
>
> Wow!  Was that easy, or what?  I ask her if she is a super to be able to do
> this, and she says no, just someone who can't see where disagreeing with a
> customer over something as simple as this is helping anybody.  Her attitude
> about customer service was fantastic, my time with her took all of about 20
> minutes, and she even talked me into buying a separate item that I wanted
> because it had a good deal attached!  I commended her highly and thanked
> her, then asked to speak with her super, and told her why.  I wanted to
> tell her super that this helpful lady was one in a million with customer
> service.  I did so, and was assured that this lady would be recognized and
> put on their wall of fame.
>
> Finally after over a week of frustration, I have satisfaction knowing that
> a bit of spineful perserverence and time will work in your favor.
>
> Terry

I love that you used your assertiveness for Good, and not just to get your 
way. Although getting your own way is a good thing too!

Still reading along in _When I say no, I feel guilty_, I've come across the 
technique of negative inquiry, which actually can improve your relationship 
with a manipulative person. The chapter on communication is about *positive* 
assertiveness, not just protecting ourselves from the asshats and people with 
their hooks into our hides.

Have I said, I really like this book? Yeah, and I really like this course, 
too. Thanks to everyone who has been sharing their stories.

Valorie