The &lllaos;No&lllaos; People: Negative behavior; why?

Dr. Stein:

I am writing a series of articles on customer service and have no explanation for the rampant phenomena of the "No People".

I read several of your responses and found one, in particluar, to hit the nail on the head!

"When adequately developed, ... leads to an attitude of cooperative interdepency and a desire to contribute."

Why is this feeling of community and connectedness missing in so many people?

The "No People" are those clerks, customer service reps, salespeople, secretaries, etc. who are intent on answering every question with a "No." The best customer service training programs are ineffective given the proclivity of so many people to want to say, "No" instead of "Yes."

So, I have started researching the behavioral side of this phenomena. I am an absolute neophyte but in my prelimary research have 'stumbled' upon quotes and articles from Adler and students. I have thought it was some kind of power and control issue. But why can't the power and control be positive instead of always negative?

Has he ever addressed this issue?

Situation:

I call UPS to track a package. I've seen all the great TV ads about package tracking. The customer service agent on the phone immediately tells me why my particular package can't be tracked. I ask to speak to a supervisor. UPS's supervisors are called Universal Agents. My package is Earthbound only but I speak with the UA anyway.

The Universal Agent easily tracks my package. Why did the customer service agent tell me no? What was his gain? Why couldn't he experience his 'power' through the successful resolution of my problem?

Everyday, I and the rest of the America experience these same reactions. The knee-jerk no response. Is there a behavioral reason?

Any comment, suggested reading, etc. would be greatly appreciated.

Thanks in advance for your time and thought.

Beth

Replies:

Some Roots of Negative Behavior, by Henry Stein, 8/15/98

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