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?”
Cognitive Dissonance; Defense Mechanisms; Weak self-image; Overactive Ego.
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).
