Frustration, disappointment – customers’ negative emotions towards a brand have a corresponding negative impact on the business. Customers just might go buy somewhere else. After all, in times of smartphones this has become simpler than ever.
The support center now has best chances to add the feeling of being disrespected and outright anger into the mix.
Or it can create a feeling of relief, of being respected, valued, even some satisfaction; this in spite of having come into the need of asking for support. Here the service agents have the opportunity to create a positive customer experience out of a poor one – one that will overlay the negative one.
Continue here: customerthink.com
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