Brief: The Three Psychological Principles behind Better Customer Service

Customer service has become a high-stakes challenge as the definition of “good” changes. Delivering effective customer service means doing more than addressing the customer’s needs – it also means addressing the customer’s psychology.

In the latest brief from Richardson and Sales Performance International, The Three Psychological Principles behind Better Customer Service, we look at three behavioral-psychology concepts that any service professional can use to become more effective. We examine:

  • How to demonstrate the right kind of empathy
  • How to manage the customer’s short-term emotions to improve long-term outcomes
  • How to simplify the path forward for the customer
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