✦ AUGHTY ✦ I Understand You Are Frustrated 17 THE PHONE CALL. IKEA CUSTOMER SERVICE. AUGHTY I need to know which item or aspect of the order is causing the delay. IKEA LADY I can see it's going to be delivered on the 16th. AUGHTY Yes. I know that. I need to know why. Which item, or which aspect of the delivery. IKEA LADY I can only see that it's going to be delivered on the 16th. AUGHTY I need you to troubleshoot this and find the root cause. Or connect me to your supervisor. IKEA LADY I understand you are frustrated. WHAT AUGHTY WANTS TO SAY "While it is your choice to project your non-compliance onto your imagination of my emotional state, it would be more honest and clear for you to simply say that you would prefer not to do your job — but that going forward you commit to starting on doing so right now. As an alternative you can connect me to your supervisor. What would you like to do?" WHAT AUGHTY ACTUALLY SAYS AUGHTY I am not frustrated. I need the information. FIVE MINUTES. ♪ hold music ♪ IKEA LADY It's the delivery. AUGHTY Thank you. The information was there the whole time. It just required someone to look at it.
The clinic opens on the 15th. The furniture arrives on the 16th. I'm sure the animals won't mind standing.
"I understand you are frustrated" is not empathy. It is a sentence used instead of doing the thing.