How Call Centers Use Behavioral Economics to Sway Customers – The Conversation – Harvard Business Review

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Found at How Call Centers Use Behavioral Economics to Sway Customers – The Conversation – Harvard Business Review.

Next time you’re on the phone with a call center, listen carefully to what the rep says. Chances are you’ll hear your name several times, hear a tone of empathy, maybe an “I’m sorry.” It would be nice to think the rep really cares — but of course she’s probably just following a script. That can be a bad idea, we’ve found. In our recent HBR article “Stop Trying to Delight Your Customers“, we explored how customer service drives loyalty, including the role of managing the emotional side of customer interactions. Here’s some further insight about that delicate dance.

To be continued at http://blogs.hbr.org/cs/2010/07/how_call_centers_use_behaviora.html

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