Cognitive dissonance is the mental discomfort experienced by a person who holds two or more contradictory beliefs or values. In support, this often happens when a customer's belief in the product's "quality" is challenged by a bug.
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How do you resolve cognitive dissonance after a service failure?
Through empathetic acknowledgment and a clear resolution. If a "Premium" product breaks, the customer feels foolish for paying for it. Support must validate their frustration and restate the product's value to restore their belief.
Knowledge Challenge
Mastered Cognitive Dissonance in Customer Service? Now try to guess the related 6-letter word!
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