The customer is not just always right, the customer is also human. And all humans have psychological needs that must be met to feel happy and fulfilled. This is especially true when it comes to customer service. To provide the best possible service, you should understand the psychology of your customers – whether you’re in the business of hydrostatic testing or cannabis cupcakes.
Here are a few customer service psychology tips that you can use to improve your customer service.
Put Yourself in Your Customer’s Shoes
To understand your customers, you need to be empathetic, so that you are able to see things from their perspective. Empathy happens to be one of the most critical customer service skills as it helps to create a connection with the customer, which can lead to increased customer satisfaction. This is because only when you are able to understand a customer’s problem, you would be able to serve better.
For instance, say you run a vegan restaurant. A customer comes in and asks for a fish. It’s easy to get annoyed with this customer and think that they’re just trying to be difficult.
But if you take a step back and put yourself in their shoes, you’ll realize that they’re probably just hungry and don’t know what else to order. They may be new to veganism and not familiar with all the options. In this case, it would be helpful to make suggestions and help them find something they’ll enjoy.
Use Positive Reinforcement
Even if you’re only vaguely familiar with the concept of positive reinforcement, you know that it’s a behaviorism technique that involves rewarding desired behavior to increase the likelihood of that behavior being repeated.
In the customer service context, positive reinforcement can take many forms. For example, you might offer discounts to customers who provide positive reviews or refer new customers to your business. Or give out loyalty points to customers who make frequent purchases. These points can then be redeemed for discounts or other rewards.
In a world where consumers are constantly bombarded with deceitful promotional marketing, it can be hard to stand out from the crowd.
Thus, one of the best ways to improve your customer service methods is by being genuine with your customers. Customers can tell when you’re just trying to sell them something and when you actually care about their needs.
Say you have a customer who’s looking for a new pair of jeans. If you just try to sell them the most expensive pair of jeans in the store, they’re likely to catch on and walk away feeling frustrated. But if you take the time to find out what kind of jeans they’re looking for, whether it’s a specific fit, style, or color-you’ll be able to find the perfect pair of jeans for them. And they’ll walk away feeling happy and satisfied with their purchase.
Improving customer service doesn’t have to be difficult. By following these simple psychology tips, you can make a big impact on the way your customers feel about your business. And that will lead to more loyal, satisfied customers in the long run.