CS PSYCHOLOGY

CS PSYCHOLOGY

Presentación

What is Customer Service Psychology?

Customer service psychology requires you to understand the range of customer behaviors and emotions to serve them better. It can be difficult at times to understand emotions as they can be a bit tricky. They can change at any moment and in a split second. If you do not know how to handle these types of situations, your customers will leave unhappy with their experience and may never return. This can become costly over time.

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Managing Emotions in Customer Service

There’s a great deal of value in knowing the different types of emotions you may face daily. Although not all customers are the same, specific “triggers” can cause the same reaction in most people. You need to use the power of psychological behavior to ensure you don’t unnecessarily trigger negative responses. It’s essential that every person who works in customer service understands that emotions are what dictate our decisions.

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Customer Service Psychology Tips

Answer Every Query When you respond to all queries made by customers, you show them a willingness to resolve any issues and answer any questions. (Safety) This is an excellent way to build trust, loyalty, and to gain their honesty. Just say, “I would be happy to help you with this” as soon as you receive a customer query. Refrain from babbling or trying to “wing it” to prevent negative experiences from happening.

Show Customers They MatterAs part of your daily decision-making, choose to give each customer your undivided attention and an earnest attempt to solve their concerns. Tell them if you do not know something, but follow up with, “I will find out.” Make each customer service interaction count.

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Customer Service Psychology Tips

Respond Quickly When you respond to customer comments, questions, queries, and reviews, quickly, you show them that you care. (Love/belonging) Not only do you care about their time, but about providing the information or attention, they requested or required. If you take too long, people will become unhappy, and it could cost you a customer. Respond promptly, do not keep them waiting.

Answer Politely and Clearly What you say is just as important as how quickly you say it. Use positive phrases and terms when responding and conversing with customers. Show them the respect they deserve. (Esteem) Avoid using negative words like, “I do not know, Nope, Calm down.” Use the art of communication to connect with people. Choose your words wisely.

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Deliver Emotion

Identify Customer Needs

When you offer relevant and emotional content or conversations, you open the doors for the customer to connect with you. They will associate the good feelings with experiences they have with you, thus, making them want to come back again.

Identify what your customers need from you through keyword research, social listening, analytics, and focus groups

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