Customers say the darnest things….but why? “The Affectionate Customer” Part 3 of a 4-Part Series

//Customers say the darnest things….but why? “The Affectionate Customer” Part 3 of a 4-Part Series

Customers say the darnest things….but why? “The Affectionate Customer” Part 3 of a 4-Part Series

Share on LinkedIn2Share on Google+0Tweet about this on TwitterShare on Facebook6Pin on Pinterest0Email this to someone

Yesterday we posted some funny customer comments  which gave us a good laugh.  These customer comments also gave us yet another good reason to focus on “the why” vs. “the what.”  Even though we all love Happy Customers (as opposed to Angry Customers), some folks can take their affection a little too far.

When we engage with people on the phone whom we have never met, we often paint a picture of how they look based on their voice, tone, or manner.  We do it when we speak to customers, prospects, receptionists, and call center agents.

customers-grade-the-callsThese mental pictures are drawn from our own personal experiences.  Perhaps the way an agent sounds is reminiscent of someone from our past.  This person may sound like a high school sweetheart so naturally we paint this person as attractive or with the same hair coloring or body type as we remember.  We then alter the interaction with our perception of this person.  Perhaps this leads us to be extra nice or even flirtatious.  An agent might also sound condescending in their tone of voice which changes the mental picture to be one more negative.  Perhaps this situation reminds us of a former boss or supervisor.  Then to conversation is very different as the reaction is as if we were speaking with that individual rather than the call center agent.

When dealing with customer service via the telephone, consumers have very little to frame the expectation beyond the perception of the company and naturally rely on the tone of voice and how an agent “sounds”.  This is why many agents are trained to “talk with a smile in their voice” and coaches focus on the greeting and delivery to underscore and maybe uplift the company reputation.

In our final part of this 4-Part Series, we’ll take a look at the customer who doesn’t appear to have a true reason for saying what they say.  Or do they?

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University’s Center for Customer-Driven Quality.

View All Posts