Based on personal and social experiences, as well as moral and ethical values, people develop certain beliefs and mental patterns. It directly affects your behavior and speech, whether verbal or non-verbal. This set of different responses is called “internal programming”. However, a study developed by psychology student Richard Bandler in collaboration with John Grinder, professor of linguistics, found techniques that can reprogram this “programming”. The objective is to improve personal and business performance, bringing Neurolinguistic Programming (NLP) to life.
Therefore, NLP is a set of techniques and methods that allow human development. Programming is related to general activities, neuro is related to the brain's ability to change and linguistic is related to verbal and non-verbal human communication.
But, after all, how can this approach positively impact customer service? The answer has already been given: it helps improve communication processes.
The need to eat is a signal from a person's body or mind, related to the availability of a product or service and must be satisfied, so that this balance is reestablished.
For example, hunger creates the need to eat. This may indicate an emotional imbalance, causing anxiety, anger and depression or physical changes such as stomach aches, headaches or dizziness, and this balance is restored after eating a meal.
When the service provider is involved with the customer, this preference is better, sometimes easily (as in the example above) and sometimes not. However, by understanding their words and actions, the truth becomes clearer. This way, there are more negotiation opportunities. This is the key to a good customer relationship, listening to their needs.
The time of service can be a convenient time for the customer. Because justice is often done outside.
Discover the 5 NLP steps that can improve customer service: 1st step – Rapport Call your customer by name, establish a bond and combine your style and language with theirs. As this relationship grows, it becomes easier to understand and focus on the customer's needs. This requires the ability to develop a contract. The modeling technique involves simplifying speech patterns and tone. In this way, it creates the feeling of knowing you, breaking down barriers that can help and contribute to good communication.
Step 2 - Ask questions Understand your customer's main needs, let them talk about their reasons for looking for a product or service, discover their needs, hopes and desires. This way, the service provider can provide the best results and have control over the service.
Step 3 – Explain how your solution fits what the customer is looking for.
4th step – Conditional Agreement This is a plan that aims to establish the employer. It is based on the presentation of solutions and other things that can allow the customer to be satisfied when purchasing a solution, without harming their needs.
For example, a client expresses the need to hire a marketing service for their business, but knows that they do not have the financial means to complete the given cycle. In this case, the service provider can show appropriate payment options and change the services provided, so that the customer meets their needs within their payment terms.
Step 5 – Lead by Persuasion Present the benefits of the product or service, as well as payment solutions, in order to obtain positive responses from your customers. Make statements like “This is what you are looking for”, “You can check the results immediately”, “We have another solution for you”, etc. This way, the service provider is more likely to close a deal with the customer and become a service provider.
Returning to our example. The client expressed the need to eat, after talking and seeing him, the nurse realized that he was vegetarian and was upset because he was always given cheese bread as his first choice of food. This way, your service will be guided to offer other options that can meet your needs, depending on the dissatisfaction expressed. Through a more supportive attitude, demonstrating understanding of the customer's frustration and, through suggestions that can meet their needs, the service provider can reach an agreement and leave the customer satisfied.
NLP in customer service The application of NLP makes customer service a unique experience for the customer, because when the service provider takes into account the needs and expectations of the customer, customer service becomes personal and personable. Changing the client’s “internal programming” “the nurse is only here to close the deal”, to the understanding that “the nurse understands me, takes care of me and helps me meet my needs”.
That is why the practice of NLP concepts in customer service offers the best opportunities for successful negotiation, as it provides a close relationship with the customer, breaking the protection of distance and transforming this service into productive communication for both parties. . This can affect customer satisfaction and loyalty.
Finally, it's about empathy. Let's practice putting ourselves in other people's shoes and listening to their needs and desires. This way we can improve our communication and send important messages to people, avoid misunderstandings and bring new joy to relationships, whether professional or personal.
Camila Marques Digital Marketing Planning at the ArtWork Propaganda Ltda office.
Bachelor's degree in Accounting Sciences in progress at UFJF. Certified in Digital Marketing, Content, Writing and Web Content Production by Rock Content Academy. Focused on Digital Marketing and Content by HubSpot Academy. Personal education student. Certified in business by Sebrae and consultant in Entrepreneurship and Business Modeling.