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Brief: The 3 Psychological Principles of Better Customer Service

Customer service

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19 January 2022Brief

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What’s Inside

Customer service has become a high-stakes challenge as the definition of “good” changes. Delivering effective customer service means doing more than addressing the customer’s needs- it also means addressing the customer’s psychology.

In the brief, The Three Psychological Principles of Better Customer Service, we look at three behavioural-psychology concepts that any service professional can use to become more effective.

We examine: 

  • How to demonstrate the right kind of empathy
  • How to manage the customer’s short-term emotions to improve long-term outcomes
  • How to simplify the path forward for the customer

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