Emotions influence most customer decisions, such as what to buy and where to buy. Likewise, their assessment of the quality and value of the service or product that a business offers is based on their emotions. So when they’re not satisfied with the service the company renders or the product they bought, they tend to display negative emotions towards the company.
However, many businesses fail to anticipate these negative emotional reactions from their customers. So, they are mostly unprepared and are unable to handle it adequately.
Some businesses offer high-emotion services, and the customers’ feelings may already be triggered even before they render their service. Examples of these services relate to significant events in a customer’s life, such as marriage, birth, death, and illness. You may also add airline travel, computer repair, home buying, renovation, selling, etc. These are services that cut across the primary needs of humans or things that are considered significant life moments. So they’re highly emotional, and the customers may become stressed if they perceive that your company isn’t rendering any of these services adequately.
According to authors at an essay writing service, some of the reasons why customers are triggered and become stressed from these high emotion services are:
- They’re not familiar with the services being rendered. A typical example of this is family members having to quickly arrange the funeral of a loved one who dies suddenly. The uncertainty about their options and funeral expenses often compound their grief.
- Inability to control the quality of service delivery: when people need high-emotion services, they want everything to be smooth and perfect. They have a plan in their heads for how it should go. However, they aren’t in control of how the service is delivered, which makes them anxious and stressed.
- Planning an event or series of events over a long duration: typically, weddings take a long time to prepare because of the numerous activities and series of events involved. This means there’s long enough time for pitfalls and conflicts, consequently, customer stress.
- Consequences if things don’t go as planned: some customers have their lives at stake and are dependent on the service you render, which keeps them on edge.
Service providers often struggle to deal with anxious and stressed customers’ issues. However, it is part of your duty to calm the customer, try to defuse the situation, and deal with whatever point is making them anxious. In many cases, the problem stems from the customer’s expectations and perception of value and quality.
Businesses that provide high-emotional services or have to deal with customers that are anxious or stressed constantly must put these five things in place to ensure these situations are correctly handled:
1. Identify emotional triggers
Rendering a high-emotion service means that you’re dealing with customers that have emotional triggers. They may act when these triggers are pulled, but their need for your service is the underlying problem. You only heighten their negative emotions when you fail to meet their expectations so that they may let out these negative emotions like fear and anger. However, this may present an opportunity for you to exceed their expectations.
You must start by identifying the part of the service you’re rendering that may easily lead to negative emotions. This is crucial to develop a strategy that helps you minimize these emotions. As mentioned on collegessaywriter.com, you may do this through a simple interview, survey, focus group, or a sophisticated approach involving experienced mapping and controlled experience. Your goal is to discover the most profound feelings, concerns, and needs of the customer to improve your service quality and reduce their triggers.
2. Show empathy
When handling emotional cases for customers, businesses and their reps have often displayed a lack of empathy or understanding of the situation at hand. This is a significant reason these customers may get stressed and express negative emotions. However, you must be able to show them some empathy. Make the customer feel relaxed. Let them know that you understand their situation and assure them that you’ll make things work out. You can build trust by showing empathy, and they are more at ease when they trust you.
3. Be quick to respond to their intense emotions
You have an opportunity to leave a long-lasting impression on a customer when they’re in duress. A stressed customer offers you the chance to win them over for a long time or lose them for life. Your ability to recognize and respond quickly to their intense emotional state lifts their emotions. Otherwise, they are left frustrated, scared, and powerless. According to thesis help, you’ll only aggravate their negative feelings by failing to identify and respond to these emotions, and they’ll become more difficult to deal with.
4. Never get angry
Dealing with a stressed, angry, and frustrated person may trigger you and get you angry as well, but you know you can’t react that way to them. So you must decide not to get angry irrespective of your customers’ behaviors. You must understand that they are in a tough emotional situation, and failure may spell doom for them. Having this in mind keeps you in check and helps you overcome their tantrums.
5. Hire the right employees
It is challenging and draining to serve customers that are emotionally charged. So you must get it right with your recruitment. Your employees must have the capacity to work under intense pressure and cope with stress while communicating with customers respectfully and strengthening the customer’s confidence in the brand. Hire the wrong kind of employee, and you will lose it all.
Highly emotional customers are challenging to deal with, and anyone could struggle to handle on-the-edge situations without proper training and orientation. These five tips are crucial to improving your service delivery and handling your customers.
Leon Collier is a blogger and academic writer from the UK who works with dissertation help. He likes trying new subjects and is always focused on proving his worth in new and challenging writing areas. His hobbies are reading books and playing tabletop games with his friends. You can reach him via Twitter @LeonCollier12.