When I Say No, I Feel Guilty

The advice given is helpful. The last few chapters are all examples on how you can put assertively speaking into practice. A lot of the practices are outdated, and are a great way to brand yourself a “Karen” to the customer service industry in 2021. Maybe in the '70s, the person you speak with at the register/return center did not have any power, but in 2021, they have the power to assist you. There is absolutely no need to immediately escalate to their supervisor (who may not have operated in the same role in months/years, if ever).