From the course: Customer Service: How to Deliver Support Across Languages
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Link the communication chain
From the course: Customer Service: How to Deliver Support Across Languages
Link the communication chain
- Psychologists talk about what they call the communication chain. The communication chain says that when a person puts out a verbal message they expect a response to that message. The first message is a link in the communication chain. If there's no response to the link the chain is left unlinked or broken. Now, we know that we have two different parts of the brain that serve two very different functions. The right side of the brain is where we feel emotions, like fear, joy, dread, shock, and love. The left side of our brain is the logical side. This is where we perform task related to logic like science and math. So back to our communication chain, if you have a customer who expresses concern and you don't acknowledge it, you break that chain, and force them to the right side of the brain where they might feel frustration, anger, or confusion. What you want is your customer operating in the left side of their…
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