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How to Evoke Emotions That Make Customers Come Back for More

Beyond Philosophy

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions.

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Real-World Examples of Empathy in Action

CSM Magazine

For instance, if a customer complains about a malfunctioning device, a support representative might say: I understand how you feel. This formula not only validates the customers emotions but also builds a relatable connection. Ive felt that way before, and heres what I found helpful.

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Empathy in Customer Service: A Key Differentiator for Top Call Centers in the US

TeleDirect

What Is Empathy in Customer Service? In the context of customer service, it involves recognizing a customers emotions, acknowledging their concerns, and responding in a way that demonstrates understanding and care. Empathy is the ability to understand and share the feelings of another person.

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Top 10 Emerging CX Technologies Transforming Customer Service in 2025

CSM Magazine

Emotion AI and Sentiment Analysis Emotion AI analyzes customer emotions through text, voice tone, and facial expressions (in video interactions). Sentiment analysis categorizes customer feedback as positive, neutral, or negative, helping agents tailor their responses and escalate issues as needed.

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Customers Are Irrational!

Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy

In this webinar, Colin Shaw, Founder of Beyond Philosophy and recognized by LinkedIn as one of the worlds top 150 business influencers will that you need to embrace the fact that by understanding Customer emotions and psychology you will be able to design an experience that influences Customers decision making and their behaviour.

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Customer Service Skills: How to Handle Difficult Calls from Customers

TeleDirect

Acknowledge the customers emotions before moving to problem-solving. Emotional Intelligence Emotional intelligence involves recognizing, understanding, and managing your emotions while navigating the customers emotional state. High emotional intelligence helps agents remain calm and composed.

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5 Effective Ways to Optimize Your Customer Service in Lending

CSM Magazine

For many people, applying for a loan is often a last-resort decision, and your customers’ emotions are likely to be heightened. Your customers will feel informed and less uncertain when you set clear expectations about things like repayment timelines and required documentation.

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Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

This webinar will cover: Why it’s important for contact centers to understand and practice customer empathy. How to use Emotional Intelligence to recognize and respond to customer emotions. How to coach agents to improve their Emotional Intelligence and empathy skills.