When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it?
We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hung up and threaten to leave. We are also quick to talk about it on social media – bad experiences are three times more likely to be shared than the positive ones.
That’s why you should seek alternatives to flat-out saying no. Understanding the denial mechanism is key to approaching these difficult situations. To get the hang of it, we need to look to our childhood. After all, it started the first time our parents denied us a candy.