Business Tips: Harvard's advice for Call Centers - 7/17/10

How Call Centers Use Behavioral Economics to Sway Customers (Harvard Business) - "For instance, imagine your 11:00 AM flight is cancelled and you need to be in Cleveland tomorrow morning. There's an evening flight that's open. Where most reps would simply say "I can put you on a flight leaving at 9:00pm" other reps, knowing full well the 9:00 PM flight was available but seeking to manipulate the customer's reaction, might say "well, I know I can put you on the 7:00 AM flight tomorrow, but let me see what I can do to put you on the earlier flight, which is at 9:00 PM tonight." This technique of experience engineering is more commonly called anchoring. A less-desirable option creates a mental anchor, making the best alternative seem more acceptable. Rather than be irritated that the 11:00 AM was cancelled, you'd probably be pleased that the rep has secured a seat for you on the evening flight." Don’t Be a Jerk – SHARPEN Your Communication Skills (Keith Ferrazzi) Top 11 (Yes, 11) Networking Tips from RMA (Keith Ferrazzi)