The other day, when my daughter and I were on our way to the kindergarten, she told me she didn’t want to play with one of the girls there. She was clearly upset about something. After lunch, as I picked her up, she told me she loved the girl. The same girl!
Your customers are like that. Their feelings are unpredictable, their actions are irrational, their mood is fluctuant. You may try to prepare a response to every situation. However, you must prepare for the sudden change as well.
The best response to this kind of situations is authentic empathy.
This post is part of the #blogg100 challenge—100 blog posts à 100 words in 100 days.