It’s not earth-shattering news: a positive customer experience is the foundation of brand loyalty, and generally speaking, isn’t that what the customer service industry is all about? At any point when the customer reaches out to us, we’re in the business of creating a positive outcome. Sometimes that means reaching out to say “thank you” post-purchase, other times that means troubleshooting an issue in a friendly and concise manner. No matter when or how we encounter customers, the goal is always this: leave them with something good. Positive psychology plays a very important role in doing customer service the right way.
Positive Psychology for a Positive Customer Experience
Make your customers feel important
If you’ve studied psychology at all, you’re probably familiar with Maslow’s Hierarchy of Needs. Maslow’s theory suggests that once the basic needs are met (food, water, sleep, safety), they move on to meeting their physiological needs (belonging, love, friendship, esteem). This is where positive psychology comes into play in the customer service realm. By listening to our customers with our undivided attention, speaking kindly to them, and treating them with respect, we can give them a small ego-boost that helps them feel significant. Other ways to do this include: respecting their time (offering the option for a call-back, not keeping them on hold for too long, resolving issues quickly), remembering details about previous encounters, and using empathy.
To quote an Eagles song, “they say that anger is just love disappointed…” Sure, that might seem a little dramatic in a customer service setting, but when you get down to the basics, anger usually stems from disappointment. The customer had expectations that weren’t met, and it resulted in disappointment. Sometimes additional events take place after the initial disappointment that further the disappointment and move the customer into anger. No matter what happened between the initial issue and when the customer reaches out to customer service, it’s important to remember that at its core, what you’re dealing with is disappointment, and we all know what it feels like to be let down. Which brings us to…
Develop your empathy skills
When you can empathize with the customers, it puts you in a better position to problem-solve for them. Using empathy when dealing with customers allows you to humanize the customer service process- a process that can sometimes (when done wrong) feel cold and impersonal.
Use positive language
When you’re working with customers, it’s important to use positive language. Rather than talking about what you “can’t” or “don’t” do, try focusing on what you can do for your customers. Additionally, be sure to avoid these phrases.
Understanding basic psychology can help you take your customer service to the next level. Try incorporating these hacks into your customer interactions to help your customers build a positive bond with your brand.
To learn more about EMS, Inc. and the services we provide, please visit www.emscrm.com.