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As you acquire and retain customers, do you measure the customer experience and loyalty? Most businesses measure Customer Satisfaction (CSAT).  If CSAT is the key performance indicator (KPI) you manage, then you know that Demeanor shown by your employee, while interacting with your prospect or customer, is a key driver of CSAT.

We define Demeanor as the quality for verbal, written, and non-verbal communication. The four behavioral attributes for demeanor are: escalation/de-escalation factor; empathy factor; human-touch factor; and non-verbal factor. These factors are subjective behavior measures.

• Escalation/De-escalation factor: Typically customers do not reach out to you, because they are thrilled with your products and services and/or simply to engage in idle chatter. They reach out to you when they are looking to buy or they have a question or concern. Typically they are in charged state of mind. Recognizing their anxiety and their state-of-mind and responding in a calm but enthusiastic manner shows that you exercised this factor in an interaction. Employees, who know how to de-escalate and use escalation or transfer process appropriately, typically provide better resolution and customer experience.
• Empathy factor: Building rapport with your prospect or customer is an important step in customer interaction. Showing empathy and using a conversational tone are important factors that help build rapport and make the customer more open to listen to what you have to say. However, an overfriendly tone or engaging "banter for banter sake" or providing wrong information and not showing desire to address the concern can adversely impact other KPIs such as average handle time (AHT) or sales conversion or first issue resolution (FCR). Employees who effectively and efficiently empathize with the customer, provide faster and better resolution.
• Human-touch factor: Your customer craves human-attention. Whether the customer interaction is completely virtual (such as chat or social-media or web) or in-person (such as phone, face-to-face, webinar, and video), customers find comfort in perceiving and knowing that the interaction is being led with human-intelligence. Employees who show emotion and the desire "to resolve" rather than being flat, robotic, scripted and mechanical, provide better customer experience.
• Non-verbal factor: Body-language and non-verbal communication such as eye contact, smiling, showing enthusiasm are important behaviors that drive the quality of customer interaction. This is especially relevant for those interactions that are in-person, such as phone, face-to-face, webinar and video. In virtual interactions, such as chat, social media, web and email, responsiveness and acknowledgement of a customer's query or concern are the non-verbal equivalents of behaviors. Employees who effectively manage their non-verbal presence, provide extraordinary customer experience.