The field of psychology is very important in customer service. If you can better understand how the mind of your customer works, you can offer a higher level of intuitive support.
Making the most of your customer service with psychology tips starts with learning about the unique workings of the human mind. People, while diverse and different from one another, are actually quite predictable in behavior and reactions. You can plan better customer interactions when you are able to predict how the customer might respond to different cues.
Making the Most of Customer Service with Psychology
The Halo Effect
The Halo Effect is a psychological phenomenon that has been studied for decades. It describes an effect where a positive initial impression makes a person more likely to view everything done by the person or entity as positive in the future, even if that’s not really the case.
To translate this to customer service, creating a positive impression during the first customer interaction will help the customer hold a positive view of your company afterward. However, a negative first impression will also hold strong, so be careful!
Play up customer importance
We all need to feel important at times. A little ego boost has myriad positive psychological effects, and even simple compliments and a little VIP treatment can go a long way in building confidence and making someone feel good about themselves.
To play up customer importance, give your undivided attention to every customer you approach. Tell them they’re important to the company. Give a genuine compliment. Send a small gift “just because.” Offer a little-known promo code or discount.
Pay attention to the hierarchy of needs
Abraham Maslow developed a theory of needs many years ago, and from that theory came a pyramid visualization of those needs and the order in which we fill them. This pyramid is called the hierarchy of needs, and every person on the planet follows it whether they realize it or not.
Try to determine where your customer resides in the hierarchy of needs to find out what they’re looking for and how you can most efficiently help.
Someone who has fulfilled their physiological and safety needs is likely working on now building some stability. Those who have fulfilled their stability needs are probably looking for different ways to grow and expand. Those who have fulfilled those growth needs might then be looking to become a better person and learn more about the “big picture” of life.
Find out how you can apply these findings to your customer service as you work to assist them in the way that’s most convenient, effective, and efficient for them.