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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business by Richard Chase, Sriram Dasu

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CHAPTER2

DESIGNING EMOTIONALLY INTELLIGENT PROCESSES

 

People will forget what you said, people will forget what you do, but people will never forget how you made them feel.

—Jason Barger

You’re planning a surprise anniversary trip to Hawaii, so you contact a resort to make reservations. A dull pain in your abdomen sends you to the nearest urgent care facility. Your teenage son lost his smart-phone at the mall, so you call your cell phone provider. These are all goal-directed activities, and you’re looking for specific outcomes. Each activity is also fraught with emotions, some negative (irritation, fear) and some positive (excitement, anticipation). For the service provider to create a memorable experience and to increase customer loyalty, which ...

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