Why are people rude to sales reps?
Why are people rude to sales reps?
People are afraid of the unknown. They fear things they can’t explain, or can’t control, and that’s how they perceive sales reps. They see us as an unknown entity, and in some cases, a very pushy and annoying unknown entity.
How do you deal with a rude customer on the phone?
10 Ways to De-escalate and Handle an Angry Phone Call Using Good Customer Service
- Stay Calm. It’s no good if both the caller and call centre staff are getting angry.
- Pick Your Words Wisely.
- Let the Customer Talk.
- Consider Your Way of Speaking.
- Try not to put them on hold.
- Be Honest.
- Stay Positive.
- Use A Script.
What makes a good sales person?
Ability to identify and react accurately to the behaviour and emotions of customers. Identify other people’s feelings/frustrations objectively without necessarily agreeing with them. Ability to establish rapport easily and put people “at ease” in their presence. Good listening skills.
Why are customers so rude?
Customers Act Rude Because They Feel Entitled: Most customers know this. That’s why, when a customer isn’t satisfied and acts rude, the blame might fall on the support agent. Some customers also have and show too much pride. They have this wrong conception that the company can’t survive without their patronage.
What is a hostile customer?
What constitutes a hostile customer? This is a broad question with a multitude of answers ranging from customers who call in a bomb threat to customers who engage in physical violence, yelling, cursing or stalking; vandalism and at times, even unwanted sexual advances toward an employee.
Is it ever acceptable for a customer service representative to be rude?
It’s never acceptable for customer service representatives to be rude. However, if you do get a rude rep, what do you do? Your best strategy is to maintain your calm and try to win the person over. If that fails, ask to escalate the issue to a supervisor or manager.
How do I deal with an unreasonable sales rep?
Stay calm, no matter how unreasonable the rep is being. You can calm yourself by taking a couple of deep breaths. Breathe in using your diaphragm and exhale through your mouth. If you are dealing with a representative in person (as opposed to over the phone), then it is particularly important to remain calm.
How do you disarm a rude customer?
A sincere question can serve to disarm a rude customer. However, if the question is asked in an antagonistic tone, it could serve to upset the customer even further. Training your team to offer better customer service can go a long way in preventing customers getting irritated, which normally escalates into rudeness.
Do you have to tell a customer service representative a story?
No one needs a long, drawn-out story. Customer service reps are often judged based on the average length of their phone calls, so they will appreciate the brevity as well. One way to keep your request brief is to outline what you want to say before picking up the phone.