On conflict that I have recently experienced is a disagreement
with the cable company. My cable box had stop working so I called the company.
The company arranged to replace the box in three days, they also agreed to
reduce my bill because I could not get service. The next month when I received
my bill, there were no reductions, I had been billed for the whole month. I
called the company again and spoke with a lady in customer service that told me
I could not get a reduction on my bill. I ask to speak to the manager, I was on
hold for about thirty-five minutes, by this time I was very upset so I hung up.
The next day I called the company’s customer service, I ask to speak with the
manager and I was immediate connected to the manager. I explain to the company
manager what was happening and ask him to disconnect my services. The manger
wanted to come to an agreement and wanted me to continue my service with the
company but I said no. After reading and reviewing the resources for this week
I realize that if I had been a better communicator, there could have been a
“productive resolution to the problem” ( O Hair & Wiemann, 2012.
Reference
O'Hair, D., & Wiemann, M. (2012). Real communication. New York: Bedford/St. Martin's.
Don't you just love cable companies? I've had sooo many conversations with them and it really gets your blood boiling. I think the long wait times really contribute to losing your temper. I think that this is a perfect example of a disagreement in which you would be used NVC and possibly come to a solution that you would've been happier with in the long run.
ReplyDeleteHi Sheena, great post. I think you did a great thing by hanging up when you did. You were upset and the conversation could have been bad. You actually used the 3 r's by hanging up and calling back when you were much calmer an able to speak rational with costumer service. Nothing would have been gained by being upset when you called initially.
ReplyDeleteSheena, I have experienced a similar situation with my cable company. I was suppose to receive certain channels for free. It came along with my package. Of course, I did not receive the channels at all and had to call and was told it was not noted in my account. I was very upset and threatened to switch companies. We developed a compromise were they offered me the channels free for a whole year to not switch.
ReplyDelete