The _________ is a critical component in offering a positive customer service experience that is more human.

Sometimes when customers call, representatives tend to ignore their emotions and focus on whatever it is they want to solve, but it doesn't necessarily cause a good impression or a good customer service experience. So, it is crucial to focus on the customer's emotions! By expressing your understanding of their feelings you might be able to transform their negative experience into a positive one.

Watch the short animation below and see how focusing on emotions can help you offer a more humanized customer service experience. https://www.youtube.com/watch?v=pQPXyGys-ms&ab_channel=TemkinGroup

Photo by Austin Distel on Unsplash