We’ve written many Tips on how to deal with various negative customer emotions. Those emotions could reflect anger, fear of the unknown, upset, anxiety, or nervousness. But instead of talking today about how to deal with their negative emotions, let’s talk about how to engender some positive emotions.
We want our customers to be happy. We like when they’re content. They’re usually more supportive and understanding, less argumentative and less questioning when they have that happiness, they have that contentment.
For Contentment, scientific studies have shown that one key to contentment is for somebody to feel fulfilled or feel at peace. From a service standpoint, a customer has more of a feeling of fulfillment if they got their needs met, so professionally reinforce when a need was met. They can be more at peace if they shared their concern, they enjoyed the conversation, and they know what will happen next.
For Happiness, there are strong correlations between happiness and people being pleased, filled with joy, or enthusiastic. People who are happy tend to have been encouraged and are hopeful. So, how do we help engender happiness?
Tell them when they do something well. Tell them the types of positive outcomes that can happen with them, just as they have happened with other customers in similar situations. Provide some hope of what good could transpire. Reinforce what’s already been accomplished so that they are pleased, and give it with some positive energy to impart your enthusiasm on the customer.
When interacting with your customers, use proactive tools to impart positivity.
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