Today I am sharing a post by Kate Nasser about bad choices that create bad customer experiences. I was interested in how she outlines the psychological aspect.
“Many of these bad choices are driven by psychological barriers. Awareness of these psychological syndromes gives managers, CSRs, reps & agents the ability to make better behavior choices and deliver super customer experience.”
“Which of these have you witnessed in service reps, agents, and managers?”
For examples and to see more go to Kate Nasser: http://katenasser.com/super-customer-experience-psychological-barriers/#utm_source=feed&utm_medium=feed&utm_campaign=feed?utm_source=twitterfeed&utm_medium=twitter (Accessed 18/04/2012).