They've never been in your shoes.
2006-07-13 16:27:53
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answer #1
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answered by Gabby_Gabby_Purrsalot 7
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A question I hear all so often...why customers can be so rude. Don’t service reps have feelings too.
It is really simple if you want to do your job more effectively.
Lets think about the last time...you as a customer became upset with a business. For whatever reason it does not matter, but chances are somewhere, sometime a CSR description of us has been that we were rude to them...or just plain stupid.
You see business invest thousand into training for their staff so they can do their job right, but what about the customer, who trains them for when things go wrong and trust me they do.
No one wants to feel out of control, but it happens, face it and deal with it, beside isn’t what we are trained to deal for.
Simple fact when dealing with people that are upset, first deal with the emotion. Let them get it out of their system. We all need to from time to time and who better than with a complete stranger. Show them that you empathize with them and understand their situation. A simple technique is the FEEL, FELT and FOUND statement. Many upset customers tend to exaggerate the truth somewhat, so make sure you understand the issues, by asking questions.
Then finally before you explain to them what you are going to do, let them know why you are doing it first. (simple example: I understand how you feel and I realize it is very frustrating, what I am going to do for you is................)
So lets review
Deal first with the emotion, get it out of the way and if they swear at you, don’t get all high and mighty and tell them you will hang up if they continue swearing. Swearing is part of the emotion and will automatically subside as the emotion does. If it doesn’t then we have not really identified the cause to the problem.
Empathize with them; understand how they feel, know what it is like walking in their shoes, without putting them on. “I know how you feel and have spoke with others that have felt the same. What they found was…
Always "WHY" before the “WHAT”. When we tell what we are going to do first, nobody ever listens to the why later.
One other thing that I recommend to people is to remove the word "but" as much as possible from their vocabulary and replace it with "and". But creates doubt and can prevent us from moving forward. And implies possibilities and opens doors to different thinking.
Remember they have a problem they cannot solve and are out of control. They can’t make sense of it and look towards you, your professionalism, your skills and knowledge to help them solve the problem that can make a difference we can not truly comprehend and it is a very good thing.
Have a great day
John
2006-07-14 14:45:12
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answer #2
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answered by John 3
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Good manners and courtesy are not taught or practiced anymore... and people are use to immediate gratification now... and if they do not get satisfaction as fast as they think it should be given or at the speed they want... they get very rude... It is a sign of the times... everyone needs to practice daily courtesy! There is a saying... "Patience is a virtue... practice it if you can... seldom in a woman... never in a man!" That is a very old saying ... :)
2006-07-13 23:42:37
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answer #3
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answered by Callie Kitty 5
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- Bad CSR
- Bad day in general
- Really stubborn and only want to have it their way
Only things I can think of.
And trust me, I've come across some really LOUSY customer service reps.
2006-07-13 23:10:11
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answer #4
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answered by 27ridgeline 3
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If customers are rude it is easier to sell them goods, just become yes man and soon they will be following your tune .
2006-07-13 23:11:44
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answer #5
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answered by deepak57 7
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lots of rudites
2006-07-13 23:12:57
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answer #6
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answered by Anonymous
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