Customer service spokesman asked how many customers will not be very difficult

Customer service spokesman asked how many customers will not be very difficult One of my worst habits of mind to generalize too much, I admit it.When I'm trying to drum business, and after the rejection of rejection, I am tempted to say that I do? Gee they? Again, not only by buying today? Well, what? s just stupid, is not it? t it? ? You? or at least part? they? are certainly buy something. I just haven? T has not yet found, right? Customer service personnel also to generalize, especially when applied to a specific form of refusal for their work. Often it is? S-called conflict or anger, or just under? Dealing with difficult customers. Conversations get ragged Fray and emotions, and people? S ratings started to rise, while the faces flush. Not a happy time, the sure.But really, how often this kind? Bad call? happen? I? ve done surveys on this route, and I can tell you this: most people over-generalize when it comes to quantify the percentage of calls that are negative or in anger or representatives conflict.When please? ll often until you hear? 80%. If the same staff? The customer asks for negativity, anger, or conflict, closer to the parties? 5%. Why the gap? A few reasons come to mind: (1) CSR? If their respect and supervisors want a way to achieve that is to be seen how heroically handling a difficult situation after the next. (2) There seems to be a part of human nature, and, possibly, a low survival mechanism for negative feedback from our environment too. That what is wrong and is threatening our attention more than what? S is normal or even comfortable. (3) The memories are selective. Are able to access some seminars, I? Ve taught, where 99% of the participants raved about them, but 1% griped in their assessments. Guess what I remember of these programs, weeks and months later? (4) Conflict is juicy, interesting and provocative. Secretly, as certain people, why keep them awake and on their feet, extra drama routine to another task. For this reason, some people unconsciously provoke negative reactions from customers. (If you believe this is insane, as the fire buing for the thrill or just off it, the fine film? Back Project.) Of course there is a very real danger in over-generalize about the amount of Flak us? again. We? Re more likely to develop the bad habit? Ducking? should be avoided, even if it is not? t there.We? ll sound defensive approach, we expected that the struggles in which wouldn? t occur otherwise.And you can guess what happens when the sound defense, particularly at the beginning of the talks? ECHO customers back to us, and we think that? Has begun. So if you? Re a manager, its review of operations and observe for yourself how the perception of conflicts on the agenda is exaggerated. Then shares this insight with reps.This stress and could be its defense, and if so, customers can follow suit.Dr. Gary S. Goodman, chairman of Customersatisfaction.com, is a renowned keynote speaker, trainer and management consultant and best selling author of 12 books, including Reach Out & Sell Someone and Monitoring, measuring and managing customer service, and the audio program, "The law of large numbers: As the inevitable happened," published by Nightingale-Conant. He is a frequent guest on radio and television throughout the world. A doctorate from the USC Annenberg School, a Loyola lawyer, and an MBA from the School of Peter F. Drucker at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations and other organizations from Santa Monica to South Africa. Has the degree of Shodan, 1st Degree Black Belt in Kenpo Karate. It has its headquarters in Glendale, Califoia, and can be reached (818) 243-7338 or at: gary@customersatisfaction.com. For information about coaching, consulting, training, books, video and audio, please go to