In a perfect world, everyone in a customer-facing position would take Psychology 101 – because, as every customer service professional knows, people are complicated.
Some are moody, some are grumpy, some are mad, some are absolutely lovely and brighten your day. And whatever emotional cornucopia these patrons come in with, you can bet that something completely outside of your control is the cause. Once they’re on the phone (or in the chat box) though, your goal is to turn every frown upside-down to create delightful experiences, no matter how the conversation began.
Did I say take a class in Psychology? You might need a doctorate!
There’s a secret to making this happen.
If you can understand the underlying essential needs of your customers, you can deliver outstanding experiences almost every time.
But first, you have to understand where your customers are coming from.