Based on personal and social experiences, moral and ethical values, people develop certain beliefs and mental models. Which changes your behavior and tone, whether verbal or nonverbal. This automatic response is called “internal programming”. However, research carried out by psychology professor Richard Bandler and John Grinder, professor of linguistics, has found ways to reverse this “programming”. His goal was to improve people's productivity and productivity and bring Neuro-Linguistic Programming (NLP) to life.
NLP, therefore, is a set of techniques and behaviors that improve human intelligence. Programming deals with behavior, neuro refers to cognitive processes, and linguistics deals with human speech and communication.
But, after all, how can this approach benefit the customer experience? The answer is already given: it helps with communication skills.
The need to eat is a physical or emotional symptom that results from obtaining a substance or service that needs to be satisfied, to restore this balance.
For example, hunger drives a person to eat. It could be an emotional imbalance, which leads to anxiety, anger and sadness, or it could be physical symptoms such as nausea, headaches or pain, confidence returns after the meal.
When the employee interacts with the consumer, this desire becomes known, sometimes explicitly (as in the example below) and sometimes implicitly. However, by understanding your words and actions, your needs will begin to emerge. Therefore, communication is much more complex. This is the key to building a good relationship with the customer, listening to their needs.
Opening hours can also be an opportunity to gain consumer insights. Because the need often comes from outside.
Learn 5 NLP steps to improve your customer's experience: 1st step – Rapport Address your customer by name, build a relationship and align your pitch and means of communication. Once this relationship is established, it becomes easier to understand and focus on the consumer’s needs. This is really what makes us trust each other. The mirroring technique involves imitating another person's gestures and speech. This way, he makes sense, analyzes things, and presents a good argument.
Step 2 – Ask questions Identify your customer’s needs, let them talk about what motivates them to look for a product and find out what they want. This way, the employee will be able to give constructive feedback and improve performance.
3rd step – Demonstrate that your solution can meet the customer’s needs.
4th step – Conditional Agreement This is the character identification process. It is based on the presentation of products and other techniques that can make the customer happy when purchasing a product, without compromising their needs.
For example, the client expressed the need to hire a marketing role for their company, but realized they did not have the financial resources to do so. As a result, the agent can offer payment options and services more efficiently so customers feel more comfortable with their payment plans.
5th step – Driving Yes Communicate the benefits of the product or service, as well as the payment options, in a way that obtains a positive response from the customer. Use comments like “This is exactly what you were looking for”, “You can check the results immediately”, “We have a better option for you”, and so on. This way, the employee will be able to work closely with the customer and the work will be carried out more efficiently.
Let's go back to our example. The waiter explained that he needed to eat, and after talking and getting to know him better, the waiter realized that he wasn't eating and was disappointed that they were giving him cheese bread to eat first. Instead, your work will provide opportunities for other opportunities that can satisfy your desires as well as your expressed desires. By being proactive, demonstrating an understanding of customer needs and offering solutions that meet their needs, an employee can build relationships and keep customers satisfied.
NLP in Customer Service Using NLP in Customer Service is exclusive to customers, because if an employee thinks about the customer's needs and desires, their service will be more human and individualized. Changing the “internal programming” of the consumer that says “the waiter is here to accomplish something”, to the understanding that “the waiter understands me, cares about me and helps me to do what I want”.
This is why implementing NLP in the customer service process can be promising, as it creates a deeper connection with the customer, breaking down the barriers of distance and transforming the process into a conversation for both parties. This can lead to greater customer satisfaction and loyalty.
In the end, it's all about compassion. Put ourselves in other people’s shoes and listen to their desires and needs. So that we can improve our communication skills and convey positive messages to others, build relationships and find joy in our relationships, whether at work or in ourselves.
Camila Marques Digital Marketing Planning at the agency ArtWork Propaganda Ltda.
Graduated in Accounting Sciences from the UFJF Academy. Written by Rock Content Academy Digital Marketing, Content, Web Content Writing and Production. Written by HubSpot Academy about digital and content marketing. Psychology student. Sebrae wrote about entrepreneurship and entrepreneurship and business modeling.