Sometimes people are so defensive and worried that they need
to prove they’ve done nothing wrong that they will go to extreme lengths to “prove”
their infallibility. I find this
frustrating, especially in the business scenario. There is nothing to be gained in arguing with
a customer that disagrees with a way you handled it. And when you turn that defensiveness
toward an innocent coworker you’ve made it twice as bad. Perhaps that coworker significantly softened
the tone of the complaint, and recognized that you didn’t mean to come across
as you did. I’m pretty sure the right
thing to do there is not call that person a liar and demand the produce proof
of the customer’s disagreement. I think
right there you just called your coworker a liar. And then don’t get madder when the email you
asked for has a lot more difficult pills to swallow than what your well-meaning
colleague conveyed to you. You’ve taken
a person that understood the situation and was trying to be delicate about it
and made them in to someone that now understands the extent of your venom and
probably has no real desire to do things with you anymore. Good Lord.
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