You have to be super enthusiastic about how emotions affect the behavior of all of us in customer service.
Research shows that over 73% of decisions people make are driven by emotions. We feel, then buy and only then do we rationalize our decision ("I love this new iPhone! Gotta buy it! It would be a sin not to buy it since it's discounted10% today..." You know that well, right?)
73% of decisions people make are driven by emotions.
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And tell me, what drives positive emotion best? You guessed it right. It's a smile! The happiness represented by a smile is one of the six core emotions affecting the customer experience.
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That's why I am amazed by a simple and yet super¬powerful innovation brought recently to the contact centers of Homecredit Indonesia, a financial company in Asia. They installed mirrors at the desks of customer service agents to remind them to smile while they speak with the customer. They speak over the phone, so the customer can't see them, but of course, "they can HEAR THE SMILE," as Jaroslav Gaisler, the company's CEO says (while smiling, of course).
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And you bet, the more agents smile at customers, the more customers smile back. And with every smile, you are closer to making another deal. That's the power of a single smile.
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