Serving our customers well is one of the most important things that we want to do as it leads our organization to growth. The holiday season brings us a lot of rush and in it we need to meet the expectations of our customers.

Forrester analyst Ian Jacobs has shared some useful tips on emphasizing emotions in our customer service to make it more appealing.

Jacobs says, “Ease, effectiveness, and emotion all contribute to a positive customer experience, but often brands will focus too narrowly on effectiveness. Customer service interactions are emotional for the customer — brands must consider those emotional needs when building their service strategy, and there’s no better time to start than during the predictable spike in emotional interactions during the holiday season. The good news? You’re already prepping for the volume. Now is the time to step up and meet those emotional needs with:

  • Technology to guide both agent and customer. Speech analytics solutions can give you real-time insights into the emotional needs of the customer, and predictive routing technology can match a customer with the agent best equipped to handle their communication style or personality type”.

Emphasize Emotion In Your Holiday Customer Service

Forrester

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