In an ideal world, interactions between a business and a customer would be a logical and rational experience from both sides. In fact, consumers and agents would both like to believe that they are able to approach the situation with a clear head and relay their side of the story without any emotional interference. But this sort of detached relationship is a pipe dream in the real world. The truth is, our emotions usually drive our interactions from the beginning to the end, and getting the most out of customer service interactions hinges on your ability to accept and build from this fact.

Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” Lead with your heart. When customers are deeply concerned about something, it’s safe to assume they are having honest emotions about that situation, which means you have a huge opportunity to turn their day around, improve your product, and learn more about how your customers are experiencing your company.

Another side of your customer’s emotions comes into play when they are providing feedback as well. How well is your company doing at allowing customers to accurately convey their experience to you? Making sure you offer an appropriately open-ended (yet succinct) customer feedback option will help to glean the most from your buyers’ honest reactions, so that you can pinpoint the areas of your company’s products or processes that need the most attention. Listening with an open ear and an understanding heart can help your representatives, your customers, and your company on a whole.

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This post was written by Hallie Dunn

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