Author Archives: Jeremy Cole

Burden of Proof

Good evening, T-Mobile, and welcome to my training class. Today, we’ll talk about the concept of “burden of proof” and how it applies to your business.

Let’s take a purely hypothetical example: A man’s bill is showing a “One Time Charge” of $178.24. He calls to dispute the charge. Upon whom does the burden of proof in this lie?

  1. The customer must prove that he doesn’t owe the company money.
  2. The company must prove that the customer does owe the company money.

If you chose (b) then you are correct! If you’re going to try charging your customer a “One Time Charge”, you, the company must prove why the customer owes you that money.

Thank you, have a nice day.

Would you mind…

Every time you call T-Mobile, their automated system asks the following question:

Would you mind taking a short survey at the end of this call? It will take only two minutes, and it won’t count against your minutes usage. Please say yes, or no.

If I answer “yes”, does that mean “Yes, I mind, and I don’t want to take it”, or “Yes, I’d be happy to take it” ?

Ambiguity sucks…

A Quandary

When one of the founders of the company is squatting in your conference room at 5 past, what do you do?

  1. Kick them out
  2. Find another conference room
  3. Cry like a baby

Hmm, a quandary.