Why Customers Get Upset With Customer Service Representatives

being faced with an angry or sometimes
even an abusive customer has to be one
of the most challenging situations for
customer facing professionals so why do
customers get upset according to
clickfox which is a major customer
journey analytics provider the following
issues are likely to upset customers the
most and will result in an angry
confrontation let's look at the
statistics over 40 percent of customers
list being passed on from agent to agent
and having to retell their story
multiple times as their most frustrating
tipping point then being asked to hold
and then being left on hold for long
periods of time irritates 17 of
customers having to deal with rude or
inexperienced customer service agents or
service technicians frustrates 13 of
customers and then 12 percent of
customers mention being upset when
they're not understood by an agent or a
software and finally not having their
problem resolved or complaint dealt with
on the first try are mentioned by about
of the customers the impact of a
customer having a bad experience with
their company can be significant if it
happens to establish customers who've
been clients for years and given your
company a lot of business the impact of
them taking their business elsewhere may
be significant in terms of revenue this
situation can be made worse if customers
tell their friends about their bad
experience or even leave your company a
negative review on social media and
here's where it gets tricky you might
have nothing to do with the original
poor service or mistake that has angered
or upset the customer but you are often
the target of that customer's
frustration research shows that some
customers who are really frustrated and
upset may even dehumanize the agent that
they're talking to what happens is that
angry customers see you as the
representative of the company and will
therefore make you the focus of their
frustrations if they've received bad
service in the past they might expect it
to happen again strictly speaking this
might not seem fair to you but as the
representative of your company you're
literally in the front line and you have
to deal with the issue to the best of
your ability so it's up to you to make
the best of a negative situation
ironically even if you're not being
treated with courtesy and respect this
is when you should show that all people
value being treated with respect
customers want to have their dignity
intelligence and the value of their time
acknowledged in most cases they're upset
because this wasn't done previously
basically you need to get across to the
customer that you're dealing with their
problem or complained as best as you can
there is of course much more at stake
here than just dealing with a customer's
immediate problem and resolving it you
are in fact in a strong position to
repair some of the damage that has been
done to your company's business
relationship with that customer and
retain their loyalty and goodwill for
the future