Comments on: When a Customer Refuses Your Help

By: 141: When Customers Donâ€™t Want Your Help

141: When Customers Donâ€™t Want Your Help — Sat, 13 Aug 2016 10:50:39 +0000

[…] Customers That StickÂ® post,Â When a Customer Refuses Your Help […]

By: Adam Toporek

Adam Toporek — Thu, 07 Jul 2016 14:03:44 +0000

In reply to Jack Plantin. That's a great point Jack! The passion is good; it just needs to be channeled for the customer. Thanks so much!

By: Jack Plantin

Jack Plantin — Thu, 30 Jun 2016 14:37:06 +0000

Love the personal example Adam.

I think the sign of a passionate customer support agent is when they get upset from customers refusing their help. Shows they really care about making sure the customer gets exactly what they want.

Completely agree that the CS training should cover being flexible for those uncommon and unpredictable situations.

Great post, just shared on Twitter.

Best, Jack

By: Adam Toporek

Adam Toporek — Fri, 06 May 2016 23:20:55 +0000

In reply to Jeremy Watkin. You know Jeremy, I too wondered if there were some skewed behaviors behind the behavior. Hard to know, but you're 100% right, instead of reading signals and shifting to where the customer was headed, she got thrown off by her process being rejected -- creating extra effort for the customer. Have a great weekend!

By: Jeremy Watkin

Jeremy Watkin — Mon, 02 May 2016 17:27:34 +0000

Adam, this is a great post and got me thinking about customer effort in the context of stores I frequent often. In this case, you were trying to opt out of certain questions to make the experience more effortless. Given that it was an in person encounter, it should have made it all the more easier for the associate to listen to you and read your non-verbals and tailor her approach. I wonder if she is reviewed on how many customers successfully enter their rewards number. ~Jeremy