The Hidden Emotion Behind Customer’s Rage. What Are They Really Hiding?
n this video, we’re going beyond just reacting to anger. I’m giving you the tools to truly understand and address it.
I want to shift your perception of anger. As a high-energy emotion, anger can be surprisingly addictive, and it's often a smokescreen for deeper feelings like fear, inferiority, or shame. Whether you're in customer service or just navigating life, anger can trick you into reacting impulsively, but there’s always more beneath the surface.
Often, anger is just the tip of the iceberg. For example, in financial services, we see shame around money frequently surface as anger. Customers may react out of frustration because they feel powerless, but with a deeper understanding, you can help defuse the situation.
We want to teach you to be ready not for battle but to love your customers back to life. To create loyalty in those moments where the experience breaks.
You can join us online, or immerse yourself in the beautiful surroundings of Mauritius for an in-person experience this October.
Register here for the Masterclass in Superior Service Recovery 7-8 November Online and 16-17 October in Mauritius.
⚡Online: https://www.brandloveglobal.com/maste...
⚡Mauritius: https://www.brandloveglobal.com/brand...
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Brandlove was established in 2012 as a customer-focused innovation consulting and training agency. This year we celebrate 10 years of putting the heart back into experiences, one interaction at a time.
BrandLove is not a wise-ass, tell-you-what-to-do consultancy, and neither are we a kiss-ass tell-you-what-you-want-to-hear agency. BrandLove is a partner, working with brands to connect the dots. We are facilitators of an authentic discovery process, to help organizations find and implement their experience essence, while creating a safe space for design-thinking, collaboration and innovation.
We provide our clients with very pragmatic actions to immediately start improving their customer experience. In addition to that we guide the long term strategy to achieve customer and employee experience objectives.
CX Agency of the Year 2022 (Customer Centricity World Series Awards)
Member of the Customer Experience Professional's Association (CXPA)