refusing 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 employees try a little too hard, creating tension in the 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?

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