Customer Calls: How to Read Emotions Through the Phone
One of the top issues in dealing with customers over the phone is that their emotions, or lack thereof, can send a mix of signals to the customer service representative. Learning to read these emotions will not only amplify your customer service tactics, but it will also help you learn more about the customer’s needs. In this article, you’ll learn the three key pieces of interpreting a customer’s emotions.
Learning to Read Emotions
Some people have a natural knack for being unable to read emotions; whether through the phone, in person, or through text. Unfortunately, there is no magic potion to provide this inherent ability; though there are ways to get a better read on people. Below are a few tips that will help you learn to decipher emotions through the phone.
Listening to the tone of their voice may seem like an obvious tactic, but some folks are better than others at hiding their emotions. Listen for harsh annunciations of words to decipher if they have a little frustration with the situation. A casual tone with little to no harsh annunciations means that the caller seems more laid back, and their problem isn’t frustrating them currently. You shouldn’t take this as a “casual” call, though, as the avoidance of resolving their problem will cause unrest and annoyance. As a customer service representative, you should never invoke or provoke the negative emotion in question.
Wording that is more casual and doesn’t sound as if the customer is knowledgeable represents something else to look out for. It is an excellent way to decipher a sense of aggravation or frustration. Proven through emotional science, those who speak with a bigger vocabulary and have a “holier than thou” complex towards customer service representatives are not in the greatest mood upon calling. They tend to act like this because they believe that the representative is inept. These callers firmly believe that they, as a mere customer, could perform better in the same position. It’s important to assuage these people’s preconceived notions in such a situation.
Data has shown that those who make a big deal out of small issues, especially in the world of customer service, become frustrated and annoyed quite easily. If the size of the client’s problem is almost non-existent or minuscule, chances are that frustration exists or is quickly growing. Being aware of what’s to come in a customer conversation is important in terms of addressing concerns before they arise.
Deciphering a Customer’s Emotions
You may be thinking, “I don’t have time to learn to interpret a customer’s feelings,” and that’s okay. Professionals like Message Direct are able to take calls for you as virtual customer service representatives and assistants. In hiring a company as such, you’re hiring people whose primary job is to cater to the needs of a customer, no matter how hard it might be to read their emotions. Because of this, customers will not only be happier, but you could also stand to see a rise in profits.
Having someone take care of your calls for you will enable you to focus on other aspects of running the company. From product manufacturing and marketing, there are bigger fish to fry when the number of employees is minimal.