141: When Customers Don’t Want Your Help

Today we discuss how customer service situations turn bad or worse when the customer is refusing help offered by front-line employees.
Why is your customer refusing help? While salespeople are typically trained to handle rejection, many other customer-facing employees are not.
We train our staff to deliver the best experience possible, but sometimes they try a little too hard, creating tension in the customer experience.
This often takes the form of help offered when the customer doesn’t really want it. In many cases, the employee is trying to make the experience better while the customer is perfectly happy how things are. But when the customer is refusing help, there’s usually a good reason.
Are your star employees really listening, or are they creating awkward experiences by forcing what they perceive as better service offerings on customers?
Related Content 360Connext® post, 3 Ways to Add Magic to your Customer Service Training
Customers That Stick® post, 9 Customer Service Training Ideas That Work
Episode 137: Culture and Customer Service
Episode 081: Walking the Talk of Improving Customer Service
Sponsor message:
Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future.
Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.
 
Take care of yourself and take care of your customers.
 
Learn more about your ad choices. Visit megaphone.fm/adchoices

Today we discuss how customer service situations turn bad or worse when the customer is refusing help offered by front-line employees.

Why is your customer refusing help?

While salespeople are typically trained to handle rejection, many other customer-facing employees are not.

We train our staff to deliver the best experience possible, but sometimes they try a little too hard, creating tension in the customer experience.

This often takes the form of help offered when the customer doesn’t really want it. In many cases, the employee is trying to make the experience better while the customer is perfectly happy how things are. But when the customer is refusing help, there’s usually a good reason.

Are your star employees really listening, or are they creating awkward experiences by forcing what they perceive as better service offerings on customers?

Related Content 360Connext® post, 3 Ways to Add Magic to your Customer Service Training Customers That Stick® post, 9 Customer Service Training Ideas That Work Episode 137: Culture and Customer Service Episode 081: Walking the Talk of Improving Customer Service

Sponsor message:

Develop your customer experience mission

Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future.

Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.

 

Take care of yourself and take care of your customers.

 

Learn more about your ad choices. Visit megaphone.fm/adchoices