When a customer refuses help, it can sometimes feel personal, like a form of rejection. As I’ve interacted with frontline reps, both as a speaker, a trainer, and a customer, I’ve seen how the simplest, most benign “no” from a customer can cause a customer-facing professional to shut down.
It’s almost as if you can see the thought bubbles above service reps head.
- “Can’t you see I’m trying to help you?”
- “Really, I just want to do this, because it’s a benefit for you.”
- “I’m just trying to do my job.”
Sometimes, this is a personality issue; it’s just how the rep is wired.
Sometimes, it is a training issue; the rep fails to see that their job is making the customer happy not performing Task X.
Often, it’s a bit of both.