The Psychology Of Customer Service

psychology of customer service

Within vastly growing industries, the need for successful and efficient customer service is paramount if a business is to succeed. Customer service in any industry is undoubtedly different with every phone call, email or complaint and because of differing opinions with both parties involved, it can become difficult to implement effective solutions. However, with a little understanding of the psychology of customer service, offering a seamless service is easier than you might initially think. To get you started, we are going to look into the psychology of the customer service industry and the impact it can have on a business.

Can Do Attitude

The customer services industry is comprised of many different elements, which can often depend on the sector being contacted. Regardless of the field of customer service you work in, the end goal of any customer issue you may face is to fix the problem your customer has. However, this may vary in difficulty simply due to the client’s emotional state at the time of contact. If the customer is met with a welcoming tone and a calm approach to the problem, then the potentially heated nature of the conversation could be lessened. This approach is crucial for defusing any potential arguments or stalemate situations and encourages a positive outcome for both parties.  

Patience and Persistence

One of the key elements of good customer service is the way that situations are handled. Efficiency and quick problem-solving skills are key. A well-practiced technique is to make the customer feel appreciated, valued and respected by giving them the best possible treatment and offering an appropriate solution when necessary.

Having empathy and a good understanding of the complaint and company processes when dealing with queries are not only vital to ensuring your customer is happy but can have a huge effect on the reputation of the company. Patience is key when approaching any situation, as it will give the customer the chance and the confidence to explain their point clearly and with minimal, if any miscommunication.

Give the customer a chance to vent any pre-existing frustrations before attempting to resolve the problem. Not only will you have more information to use when solving the issue, but it will also ensure the customer has a much better experience with your company overall.

The Effect on the Business

It is in a business’ best interests to treat online complaints with the same respect and patience as they would a physical customer. With the online sector playing such a prominent part in business today,  negative reviews on search engines can have a profound effect on the success of a business. A negative review or social media post can set a predetermined opinion of the company for potential new customers before they even have the chance to interact with the business itself.

The social media manager or customer service representative should approach the situation with confidence and be willing to send personal messages when the situation calls for it. This direct approach makes the customer feel valued and improves the reputation of the company in the mind of the client.  While it’s impossible to avoid complaints completely, especially online, responding positively and proactively will give your company a much more positive digital footprint.

Proactive and effective customer service is just as important to the success of a business as strong branding or well-made products. In fact, each of these elements needs to work hand in hand to create a strong business across the board. If you feel that your business could improve its customer service, there are countless adjustments you can make, and even courses you can take to help smooth out the overall experience for your valued customers.