We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s a case of TMI (too much information), and in customer service, it can be deadly.
Frontline reps share TMI in three primary ways:
1. Too Much Personal Information
This is generally the most problematic form of TMI in customer interactions. Perhaps the rep is lonely, perhaps the rep simply lacks the social awareness to understand where to draw the line, but somehow the rep misses the clue that the customer does not want to hear their personal story.
No matter how bad their experience at the DMV was yesterday, no matter how much their foot hurts from their bunion surgery, the customer is not interested, and even if they might be, they should never have been put in the position to make that determination in the first place. TMI is simply not part of the professional relationship. Read more