Understanding The Psychology Behind Customer Service

Focusing on improved customer service is important to the success of any business. One highly effective way to improve customer service is through the application of psychology. By understanding the psychology behind customer service, you can have a big impact on customer satisfaction levels. This can allow your company to better understand customers and provide a higher level of intuitive support.

psychology behind customer service

You will be able to serve customers better when you make the effort to understand the customer psyche. In this post, we will explain various ways in which you can serve customers by making the use of psychology.

1. Realize the Importance of Emotions

Customers service personnel, including live chat agents, are usually trained to provide canned responses to every individual. These responses are based on the false assumptions that everyone behaves in a similar and logical manner. However, this is not the right way to train customer service representatives.

The psychology behind customer service recognizes this important point: most individuals are emotional, and not rational beings. Their actions and choices are based on emotions and not logic.

As a result, customer service personnel should be trained on how to handle different emotions instead of providing a canned response. Every customer is different and requires different tact and approaches. Handling all customers in the same manner is an ineffective way to provide customer service.

2. Focus on Creating an Overall Positive Emotions

Customer service personnel should focus on creating a positive experience. At the same time, they should ensure that customers don’t have any negative experiences. The psychology behind customer service closely aligns with the negative dominance theory, which states that customers put greater emphasis on the most recent negative experience.

As mentioned earlier, most customers are emotional beings. They have biases and predispositions that make them behave and act irrationally. Negative bias is one of the irrational behaviors that make them act in an unreasonable manner.

Just one bad experience can result in a negative view of your company. Since the stakes are so high, customer service personnel should aim to create zero negative experiences and make a conscious effort to provide consistently positive experiences.

3. Use the Endowed Progress Effect

The “endowed progress effect” is yet another psychological term that can be applied to the psychology behind customer service. It refers to the idea that people will be motivated to complete an action if they are provided some type of artificial advancement.

In a business context, you can use the endowed progress effect to make your loyalty program popular with customers. Consider an incentive program that asks customers to take repeated action that will result in a specific reward. This will make customers stick to your loyalty program and love your company for it.

4. The Psychological Theory of Reciprocity

The theory of reciprocity means that individuals are more likely to repay a kind gesture of a company. In the psychology behind customer service, this theory implies that giving your customers free gifts or something of value will have a positive impact on them. They will spread the good word to others and become committed to the firm.

Our blog only covered  some of the ways you can make use of psychology to provide improved customer service. Just remember that emotions greatly influence decisions of a customer. Your customer service personnel should handle each customer with perfect tact and sensitivity to ensure a positive customer experience.

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