From the course: Handling Customer Complaints with Empathy

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How to identify the different emotions

How to identify the different emotions

From the course: Handling Customer Complaints with Empathy

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How to identify the different emotions

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- The broad spectrum of emotions we experience as human beings can be difficult to articulate. Moreover, cultural norms and upbringing can often limit the words we use to describe how we feel. However, the closer you get to the actual emotion your customers are feeling during complaints, the more you can empathize with them. That's where the wheel of emotions comes into save you. This is a fantastic visualization tool that can help you identify a bigger range of emotions. The concept of mapping human emotions on a wheel was originally developed by American psychologist Robert Plutchik, who first mapped the primary emotions. Download the wheel of emotions from the exercise section, and let's have a look at it together. If you look at the wheel from the seven primary emotions, which are in the center, deeper and more subtle emotions emerge. These are the second and third order emotions represented in the middle and outer portion of the wheel. As you can see, there is a difference in the…

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