Harvard Business Review has an interesting piece on the use of behavioral economics to tweak language in customer interactions over the phone.
A couple experiments illustrated the principles at work:
Such approaches go well beyond traditional soft skills. Instead, these rely on careful language choice to frame answers in the best possible way. This isn’t simply being empathetic â it’s calculated and anticipatory. We call it experience engineering.
And an example of this sort of “experience engineering” at work:
…imagine your 11:00 AM flight is cancelled and you need to be in Cleveland tomorrow morning. There’s an evening flight that’s open. Where most reps would simply say “I can put you on a flight leaving at 9:00pm” other reps, knowing full well the 9:00 PM flight was available but seeking to manipulate the customer’s reaction, might say “well, I know I can put you on the 7:00 AM flight tomorrow, but let me see what I can do to put you on the earlier flight, which is at 9:00 PM tonight.” This technique of experience engineering is more commonly called anchoring. A less-desirable option creates a mental anchor, making the best alternative seem more acceptable. Rather than be irritated that the 11:00 AM was cancelled, you’d probably be pleased that the rep has secured a seat for you on the evening flight.
TheRedArchive is an archive of Red Pill content, including various subreddits and blogs. This post has been archived from the blog bakadesuyo.
Title | What language tricks do call center reps use to manipulate you? |
---|---|
Author | Eric Barker |
Date | October 6, 2011 8:08 PM UTC (12 years ago) |
Blog | bakadesuyo |
Archive Link |
https://theredarchive.com/blog/bakadesuyo/what-language-tricks-do-call-center-reps-use-to.15206 https://theredarchive.com/blog/15206 |
Original Link | https://www.bakadesuyo.com/2011/10/what-language-tricks-do-call-center-reps-use/ |
© TheRedArchive 2024. All rights reserved.
created by /u/dream-hunter