Customer effort Customer emotions Workshop 
Beyond Philosophy
AUGUST 15, 2024
It’s essential to make things easy for people who are (in general) cognitive misers that don’t like expending effort when it isn’t necessary. The most common customer emotional responses to friction are negative. Friction creates irritation and annoyance and imposes costs in terms of time and effort (and sometimes money).
CSM Magazine
JANUARY 2, 2025
For example, simulate frustrated calls with specific emotional tones, and teach agents how to respond with patience and understanding. Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CSM Magazine
JANUARY 2, 2025
For example, simulate frustrated calls with specific emotional tones, and teach agents how to respond with patience and understanding. Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions.
SmartKarrot
MAY 6, 2022
Touchpoints that a consumer is likely to use at each stage of the journey should always be included in a customer journey map. Capturing customer emotions and feeling is another important reason for creating a customer journey map. What are some customer journey KPIs (Key Performance Indicators)?
Expert insights. Personalized for you.
195 
Let's personalize your content