Selective Perception in Customer Service

Selective perception is a prominent factor in the dynamics of customer service interactions, as it exerts influence over the way in which representatives engage with clients of diverse origins and cultures. In a recent encounter at a mobile and laptop shop dealer, it became clear how selective perception impacts these encounters. While I was presenting the problem with my broken laptop to the salesperson, I noticed a change in their mood and body language as soon as I said that I had some technical knowledge. They seemed to make an assumption about my level of education and then launch into the use of technical words without making sure I understood what they were saying. This experience expanded my understanding of the effects of perception on customer service encounters.

Selective perception at times may act as a hindrance to good and effective customers services thus it is essential for representatives to embrace tactics that would successfully handle and get past selective perception in customer service. For example, the representatives should consider embracing active listening and pay attention to what the customers are communicating and ask questions for clarification and staying away from assumptions regarding their knowledge or likes (Wagman et al.,2020). Furthermore, cultural understanding preparation is crucial to improve recognition of diverse backgrounds and traditions. Thus, this preparation assists those helping customers comprehend that clients may interpret messages in another way because of their cultural perspectives.

Additionally, communication across differences can be facilitated by using simple language and avoiding technical jargon until full understanding is achieved. Reps try to understand the opposing side, whether they agree or disagree with them (Wagman et al.,2020). Moreover, feedback mechanisms aid in ensuring the greatest quality of treatment and resolving any concerns arising from subjective perspectives. In conclusion, using these techniques enables call center agents to deal with the complexities of bias and provide better support to customers from a wide range of backgrounds.

Reference

Wagman, J. B., Hartling, S., & Mason, J. J. (2020). Selective perception in probing by foot: Perceiving the length of a probe and the distance of a probed surface. Acta Psychologica, 209, 103137.