Customer service is the new battleground for organizational success, but most customer service stinks because companies don’t understand the psychology of their customers. In this program, learn cutting-edge customer service techniques from sciences like psychology and behavioral economics. Learn how one unexpected gesture can give your customers a “wow” experience, why paraphrasing the words of angry customers can make them absolutely furious (and what you should say instead), how to plant a positive emotional image in customers minds to increase their patience and trust and the one question you should always ask whenever a customer calls to report a problem. We’ll share how “positive labeling” can radically improve people’s behavior and why “process transparency” greatly relaxes customers and reduces their anxiety. We’ll discuss how installing a mirror can improve everyone’s behavior, how to “individualize and personalize” your customers so they feel an intense emotional connection to your staff, why beginning conversations with questions like “how are you doing today?” can anger 40% of your customers and three questions that every customer wants you to answer. You’ll also learn how to use “emotional intelligence” instead of fake-sounding scripts, how to apologize to a customer and win back their loyalty, and four questions you should insert into every customer service satisfaction survey.