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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 behavioral-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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