cartoon women talking with customer over the phone
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The Psychology Behind Customer Service: 14 Techniques to Improve Interaction and Satisfaction

Musnad E Ahmed

Musnad E Ahmed

Last modified on October 30, 2023

The Psychology Behind Customer Service: 14 Techniques to Improve Interaction and Satisfaction

Have you ever wondered what it takes to offer customer service that not only satisfies your customers but makes them happy, loyal patrons? You’re in the right place.

We’re breaking it down into some simple psychological strategies that can help you and your team take your customer service to the next level.

Let’s dive in:

1. Put Yourself in Their Shoes – Empathy

cartoon women talking with customer

Understanding and sharing your customer’s feelings can be your superpower. Can you believe customers are 77% more likely to enjoy your service when they feel you “get” them?

2. Lend Them Your Ear – Active Listening

cartoon happy men talking with customer in call wearing headphone

Guess what? When you listen to your customers actively and respond quickly, you are setting the stage for trust. Around 85% of customers believe a listening ear equals a trustworthy company. Are you all ears yet?

3. Make It Their Own – Personalization

Who doesn’t like being treated specially? Remember, when you tailor your services to meet individual needs, 80% of the time, customers are more likely to make a purchase.

4. Surprise Them with More – Managing Expectations

Imagine promising your customers something good and then delivering something even better! It’s no wonder 87% of customers appreciate when companies go above and beyond what was promised. How will you surprise your customers next?

5. Turn Complaints into Compliments – Handling Complaints

Did you know handling complaints well can make you a loyal customer? In fact, addressing issues can retain up to 95% of customers who have complaints. It’s like a customer service magic trick, don’t you think?

6. A Genuine “I am Sorry” – Apologizing

We all make mistakes. But did you know a heartfelt apology can not only mend but enhance your company’s image? It seems to say sorry and meaning it does have its merits, wouldn’t you agree?

7. No Loose Ends – Anti-Zeigarnik Effect


Let’s talk about unfinished businesses when you’re finishing off a call. You wouldn’t want your customers to remember you for the unresolved issues, right? Wrap things up nicely, and they will remember the good instead.

8. Showing Off Good Reviews – Social Proof

Are you using your good reviews to your advantage? Since 85% of people trust online reviews as much as personal recommendations, displaying those glowing reviews can be a game-changer for you.

9. Create a Positive Halo – Halo Effect

Ever noticed how one good impression can make you overlook small issues? It works for your customers too. How about creating that positive halo right at the start of your customer interaction?

10. Don’t Keep Them Waiting – Response Time

In this fast-paced world, no one likes waiting. Are you valuing your customer’s time and responding quickly? It’s a simple yet powerful way to show you care.

11. Deliver What You Promise – Avoiding Cognitive Dissonance

You wouldn’t want to feel uneasy due to unkept promises, right? Your customers feel the same way. Keeping your promises helps avoid discomfort and builds a trusting relationship. Simple, yet so effective, don’t you think?

12. Be Kind, It Comes Back – Reciprocity Principle

Being kind and going the extra mile can have customers returning the favor with loyalty and positive word-of-mouth. Kindness really is a two-way street, isn’t it?

13. Spread Positivity – Emotional Contagion

How can you influence your customer’s mood positively? Just by being positive yourself! Try it, and you might be surprised how the positivity comes back to you.

14. Equip Your Team Well – Training

How well is your team prepared to serve your customers? Remember, a well-trained team can be your strongest asset in providing standout customer service.


So, there you have it. You can start using simple psychological tricks today to create a service experience your customers will love. Remember, good customer service is more than just a transaction; it’s your chance to build a bond that lasts.

Are you ready to build relationships that propel your business to new heights?

Sales organization and business process outsourcing specialist with over 15 years experience in building and running highly efficient sales and customer support organizations, and in providing board and project level consulting to the sales and service organizations of leading companies all over the globe. Developed and implemented staffing strategies and programs that improved operational outcomes and maximized the available staff resources. Specializes in client experience, business process re-engineering, business requirements development, contact center optimization, customer relationship Management, staff training and motivation, and organizational analysis. Has led multiple teams in the successful development and implementation of new business models in BPO industries.

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