Getting more from customer support: negotiation tip
13 Jul, 2020

Two major life events in the last three months radically increased my contact with customer support reps. 1. I got married and merged bank accounts, property, billing, and so on. 2. I took over growth marketing and led configuring, connecting, and using around 20-30 marketing tools.

Applying Never Split the Difference principles, I’ve had a nearly 100% success rate with customer support, even in some pretty frustrating situations.

The ONE thing: they’re almost all not allowed to hang up on you if you still claim to have needs and aren’t being mean.

Here’s the worst and how to handle it:

  • Them: “I’m sorry, but I cannot help you with this / [some other completely unsatisfying answer]”
  • Me: “Is there anything else you’re authorized to do?” (often, this question is magic because the answer is yes)
  • Them: “No. That’s our policy / I can’t do anything differently.”

::drumroll::

  • Me: “What’s your plan to put me in touch with someone authorized to do it differently than that policy or change the policy?”
  • Them: “[insert horrible plan]”
  • Me: “How am I supposed to accept that?”
  • Them: “Let me get you a manager…”

Magic. Three times I got that far (and got what I wanted: someone able to hear the issue and make a real decision that I expected to fit the brand in the first place.)

Share with your network:

More to explore

Form following function

When form leads: Re-architected processes with no throughputEndless meetingsDebate about the right “way” is abstracted from what flows through1x results, especially in “agile” over-measured creative production When form leads: Innovation in...

read more

Delegating Genius

I just learned this from one Jared Montz, a genius (and former pro MLS player, YouTube star, franchise owner, CEO). It’s that sometimes coaching/teaching moments with your team work better from an outside voice, even when you have what’s needed. So...

read more

Living through articles, TV, and other voices

I think the temptation is this: the draw to be part of something bigger. It’s not different than becoming superhuman in a video game. Living your own mundane, right in front of you, life is just land grandiose on first blush. But it’s not...

read more

ISAIAH MCPEAK

Family tech, neuroscience, communication, product management, growth

A synthesizer of neuroscience, classical rhetoric, philosophy, 5,000+ hours at whiteboards, high stakes presentations, Fortune 10 consulting, and startup growth.

Copyright © 2020 Isaiah McPeak