Jefferson Fisher

They don't really know what I'm saying.

I don't know how to get what I want.

And it's just defeating.

Most of the time it has to do not with the agent, has to do with how direct you are being, what you are asking for.

So I'm going to give you a one, two, three, that's going to help you not only be more direct, but also probably help with some customer service agents.

Now, first I want to call it what it is, customer service reps.

They don't have all this space usually to be creative.

They have very limited options in what they can do, like a doctor or an attorney or different occupations where it's like a triage.

If it's not this, then it's that.

And it's this decision tree of information.

And that's what they're trained on.

So if you don't fall into one of those categories, they don't really know how to help.

And what makes it worse are these problems.

One, you begin with the story.

You begin with a story.

So you start saying, okay, so the other day I bought this thing and it is not really working and I'm not really sure.

And you start giving all the background context that is not helpful and it's not sounding direct at all.

It makes it harder and prolongs the issue.

Another mistake is where you kind of hint at what you want them to do and just expect them to kind of read your mind rather than being direct and asking for what you want.

And three, you over-explain and over-talk to where you feel as if they're gonna feel you're justified and so entitled, and it's gonna lead them directly to the answer.