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How we recognise emotions

During interactions, customer service advisors are immediately at a disadvantage: they do not see the customer’s facial expressions and body language and only have the voice or text (depending on the channel), the nuances, the silences.

This means that being able to interpret a customer, to interpret when they are sad, frustrated, sad or perhaps happy, is a skill that can and should be achieved in all interactions.

This is perhaps more complicated in the email channel, for example, where customers can use that email as a «weapon» using ungracious and highly emotional expressions and there is no immediate flow of responses to dominate and drive the conversation.

When a manager notices that something is not going well with a customer, either because they are frustrated, disappointed and/or annoyed, they must adapt their language, whether written or spoken, so that the customer notices empathy and assertiveness, with expressions such as :

«I’m happy to help you!
«I’d love to help you…»
«Good question, I’ll find out for you!» …
«Nice to meet you.» …
«Thanks for the heads up!» …
«I completely understand why you feel that way.» …
«I’d love to understand more about…»

These phrases can help convey that the manager and by extension the brand understands the customer and wants to help them.