Table of Contents
Why do people get so mad at customer service?
The Psychological Needs of the Customer Companies spend millions of dollars researching their customers’ needs, yet when it comes to the psychology of customer service, consumers have only one—respect. Feeling disrespected is the primary cause of customer attrition.
Why are people so mean to customer service employees?
When customers are rude to customer service workers it’s usually because they’re angry and frustrated at the company or bank – and not the worker, but the worker takes the brunt of this anger and frustration (and since the 2008 Financial Collapse, there may be a very good reason for this frustration).
Why do people get mad at the employees?
Beyond day-to-day stress, there are some common triggers for employee anger. Many of these have to do with relationships: conflict with coworkers, leaders playing favorites, and not feeling accepted. Among the more severe are issues of harrassment, bullying, and discrimination.
How do you respond to an angry employee?
The 6 steps for dealing with an angry employee
- Thank them for their feedback. Let them know the time, energy (and probably courage), it took to let you know about the situation is of great valuable.
- Empathize with their frustration.
- Ask for the details.
- Apologize.
- Take action.
- Follow up!
How do you tell an employee to calm down?
Even though your intentions no doubt came from a helpful place, you’ve learned the hard way that telling someone to calm down usually backfires….
- Show You’re Listening. When your friend’s in that much pain during a bad day, what they really want is to be heard.
- Empathize.
- Offer to Help.
- Breathe.
What are the disadvantages of customer service employees?
Customer service employees have to endure a lot of rude treatment. They’re looked down on by condescending customers. They face the brunt of customers’ anger, which can trigger an instinctive reaction to get away from that person.
What can we do to inspire more caring among customer service employees?
There are many things we can do to inspire more caring among customer service employees. If you’re a customer, try to be a better customer. Treat employees with respect, kindness, and courtesy. Don’t wait for the employee to be nice to you, even if you think that should be there job.
Do you treat your customers like adults?
Just treat us like adults. Respect should be the cornerstone of customer service. It should be the one concept that is emphasized throughout corporate ranks from C level management all the way down to frontline employees.
Do managers spend enough time talking about customer service?
Unfortunately, many managers don’t spend enough time talking about customer service. If the manager displays that sort of apathy, then it should be understandable when employees appear to be uncaring as well. I recently wrote about a disturbing trend where companies blame their employees for poor service.