Psychological Barriers to a Super Customer Experience

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 DissonanceDefense MechanismsWeak self-image; Overactive Ego.

For examples and to see more go to Kate Nasser: (Accessed 18/04/2012).

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