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Defusing Tactic #23: Going To Computer Mode |
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Written by Robert Bacal
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Monday, 01 March 2004 |
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Learn how to apply Tactic # 23 ? Going To Computer Mode - in order to gain and maintain control over hostile interactions.
Computer mode is another means of responding in a way that shows you are listening, but doesn't result in your taking the bait. It is also unexpected by the attacker so it tends to disrupt the attack chain. Using an example where the customer says: "You don't give a damn about me. You work for government...what a soft life, and you have some nerve telling me I can't (whatever the person wants to do)". You can respond as follows: "That's interesting. Some people do think that people who work for government have easy jobs". Then you stop. Period. Dead stop. Again, this reponse confuses people, since it is unexpected, neutral (neither a defense or counterattack), and shows you aren't taking the bait. Because it is unexpected and confusing, it is likely to force the attacking person to stop and think.
This is an excerpt from the Defusing Hostile Customers Workbook. For more detailed help on defusing customer hostility, click here. |
Customer Service 
