Breaking the Script
Craig shares a powerful technique for breaking through the scripted barriers of customer service interactions by introducing personal anecdotes and vulnerability. By revealing a glimpse into his life, he transforms the conversation from a transactional exchange into a genuine human connection. This approach not only fosters rapport but also encourages the other person to step out of their script and engage authentically.In this clip
From this podcast
Life Kit
How to talk to customer service – and actually get what you want
Related Questions
What does it mean when you realize you may have been making a mistake or taking criticism in a negative or defensive way on a project, as discussed in episode 225: Kim Scott | Care Personally, Challenge Directly with Radical Candor? How should I handle a situation where I have a weird relationship with one manager at work who rarely gives me the space to explain and often asserts herself in the middle of presentations? I'm just an intern, but it's not obvious; everyone else loves me, and I love them. I'm proud that I recognize I need to adjust to her behavior. Will changing how I act help her loosen her resistance too?
What does it mean when you realize you may have been making a mistake or taken criticism in a negative or defensive way on a project, as discussed in episode 225: Kim Scott | Care Personally, Challenge Directly with Radical Candor? How should I approach my relationship with a manager at work who rarely gives me the space to explain and often asserts herself in the middle of presentations? I'm going to change how I've been acting—I'm just an intern, but it's not obvious; everyone else loves me, and I love them. She has a different approach, which is useful in some ways but also frustrating. Will changing my approach help her loosen her resistance too?