Understanding Emotions of Customers and Acting upon that
Barry, Consultant, Nigeria, Member
Emotional Customer Service is critical for the service industry. You need to understand how customers think and how what they think affects their emotions/feelings and how this reflects in their buying behaviour. Steps to understanding customers
- Perceive their emotions
- Use what you perceived to make informed decisions
- Understand their emotions
- Manage their emotions to guide them in making a buying decision.