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Each time a customer support representative interacts with a customer, they create data that can be used to improve their products and services. Although that type of data is important, there’s another kind of data that’s just starting to be analyzed: immediate feedback on how a customer really feels. On the surface, they may appear calm and complacent, but they could be more upset than they let on.

Recent studies have revealed that people prefer to troubleshoot their own problems and only call customer service as a last resort. By the time a DIY consumer calls customer support, they’re more than likely upset. Customer service representatives understand that people who contact them for help might be frustrated or even angry, and they’re trained to do everything they can to resolve the problem and de-escalate a customer’s anger. That starts with reading the customer.

Reading people is a skill naturally developed through daily interactions with others. Still, many customer service reps receive extended training to help them read people better.

This extended training is necessary because some customers hide their true feelings and do a good job of appearing satisfied when they’re actually upset. This is a problem for customer service reps because they …

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