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AOHT DGCS Lesson 3

The Psychology of Customer Service

TermDefinition
consumer motivation Why people choose to buy certain products or services or why people choose to buy from certain companies.
ego The fourth level of Maslow’s Hierarchy of Needs; the need to feel special and respected.
emotional labor Regulating emotions to achieve a specific effect in the workplace.
halo effect When the positive feeling resulting from a first impression lasts through subsequent encounters.
hard skills The technical knowledge and information needed to perform a job, such as computer skills and knowledge of administrative policies.
Maslow's Hierarchy of Needs A theory of consumer motivation proposed by Abraham Maslow, it identifies five levels of consumer needs: physiological, safety, social, ego, and self-actualization.
perception Observation or perspective.
physiological The first level of Maslow’s Hierarchy of Needs; physical needs like eating or sleeping.
psychology The science of behavior.
safety The second level of Maslow’s Hierarchy of Needs; the need to be protected from the weather, from danger, from illness.
self-actualization The top of the pyramid in Maslow’s Hierarchy of Needs; the need to fulfill your potential.
social The third level of Maslow’s Hierarchy of Needs; the need for interaction with other people.
Created by: jandrad123
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