Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”
Next, she explained why. She said that my problem was complicated, and while she could probably give me the answer that would make me happy in the short term, it was not a long-term solution. She was almost positive I’d be calling again in the future, even more frustrated than I was today. So, when she said that she could give me a fast answer or the right answer, she wasn’t really offering me a choice. She was telling me that I wasn’t going to get my answer that day. But the way she said it, and ultimately the way she handled the problem, was brilliant.