Guest Blog: How to Manage Customer Emotions
DECEMBER 2, 2016
Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Every customer goes into a service environment, from barbershop to bank office, with emotions that color his or her expectations. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.