CSM – CUSTOMER SERVICE MANAGEMENT | The Brush Off

We’ve all seen it.  A customer is “hogging” a sales representative with non-business related conversation. I’m a big fan of talking to your customers.  I’m an even bigger fan of actually listening to their answers.  However, when you’ve got a customer who is monpololizing a representative’s time, you need to train them how to gently move the customer on.

If you leave it to chance, you’re really taking a big risk.  The employee may not be as tactful as you would like. The customers waiting my disappear, and your sales will suffer.

Keep in mind that some people are just chatty.  Some people are lonely, and this may be the only human contact they receive.  (My Uncle goes to IKEA daily and walks around the place, all floors, daily.  He calls it his gym) There’s no need to be rude or impatient.  Most reasonable people will step aside and go on with their business once made aware of the developing queue.  Work on strategies for all types of customers.

Take a few moments to talk to your employees and see how they handle these situations.  You never know, you just might learn a thing or two.  If you don’t like what you hear, offer alternatives on how to handle these delicate situations.