EMOTIONAL WORDS
Understanding the importance of emotional language makes us not only good listeners for clients, but also gives us the ability to be more effective in communication.
If we only consider that we have to convey a clear, concise and concrete message, we can very easily forget to put emotion and feeling.
Yes, it is important to find a quick solution and close a situation, but it is more important that that client feels that we are emotionally involved. Only then will the client have the confidence to come back because he will correlate the image of the brand with that of the man who validated his emotion.
How do you feel when someone you love validates your feelings?
It is essential to form a connection, a friendlier and warmer language before starting to ask the questions that will help you understand the scenario the client is facing. For example, the question: “How can I help you?” has more emotion than “How can I solve your problem?”
It should be remembered that customer reviews are based on feelings and on this emotion that the face of the brand offers. People can also express an opinion from the point of view of the usefulness of the service.
For example, reviews about restaurants can sound something like this: “the food was delicious”, “the waiter was very helpful”, “the price-quality ratio was good”. Two reviews are based on emotion and one is based on our judgment.
The fields of fashion, HoReCa or beauty that have more good emotional reviews have more sales. The use of emotional language shows how much those customers have been affected and this makes their experiences have a strong impact on others.
The emotional bond created with the client is the starting point on our way to be efficient in customer care.
The intro part is very important because that’s when the greatest dissatisfaction of the client comes out. Also then it is important to listen and retain as much information as possible.
Only after this point can the less emotional language become more cognitive.
The main goal in customer care is solving problems.
The main purpose of the brand ambassador is not only to solve or only to relate.
A brand ambassador in the customer care first creates a connection and then solves.