If you are lucky enough, you know what parental support looks like. It’s about:
🐝Making sure you are fed, loved, listened to, and backed up
⛑️Always checking you’re taken care of (even when you don’t ask)
🦉Paying attention when you vent about your “huge problems”
💪Sticking around when things get annoying
😌Keeping calm when you mess up
Even right after you read these lines, your heart softened, whose doesn’t?
That is why we insist that the more customer support looks like parental support, the more successful it is. Most companies are not aware of that:
- Just 50% of companies adapt their customer service to customer needs.
- Only 30% of companies structure their operations to enhance CX
- Just 30% have successful systems for gathering customer feedback.
In this article, we will show how to beat the customer support race with parental support techniques.
Happy reading🦉and thanks Mom&Dad🧑🧑🧒🧒
Active Listening: Learn from Mom for Better CRM
Think about the last time you ranted about your terrible day.
Did your mom jump in with a solution right away? Nope.
She probably listened, nodded, and made it all about you—this is exactly the active listening in the customer service gold standard.
Benefits:
- Customers feel heard
- Problems are solved faster because you understand them
- Dramatically lowers the “I want to speak to your manager” incidents
💡Pro Tip: If you want your agents to listen to customers deeply then you need to solve shallow works for them. Use AI Chatbots or Self Service Solutions. These tools handle repetitive tasks and even give suggestions for each conversation.
Be sure you are tuning in like you have all the time in the world. Because customers can smell fake attention a mile away.
👉Further Reading: The Art of Active Listening: A Must-Have Skill for Call Center Agents
EI: The Superpower You Are Ignoring
Parents are master-class champions of dealing with temper tantrums without matching the energy. This is where emotional intelligence in customer support saves lives (and your CSAT scores).
🎯70% of customers spend 2x or more on brands they are loyal to.
🎯86% of consumers think of emotionally engaged brands when they need something to buy.
And where are your customers engaged with your company?—In customer service.
So your agents need to know when to be empathetic and when to steer the conversation back to solutions.
The best practices during the call are:
- Read emotional cues (Are they mad? or sad?) Because great customer service and empathy go hand in hand, just like great parenting.
- Mirror emotions appropriately (“As I see, you are confused about the policy.”)
- Validate before you problem-solve (“I can see why you’d be frustrated. I have 2 options for you”)
Feelings matter. A lot. Make like a parent soothing a meltdown, and be that rock of calm.
💡Pro Tip: Companies should focus on agents’ emotions deeply because, at the end of the day, they are the ones connecting with the customer.
Further reading👉How to Effectively Manage Stress in a Call Center
Personalized Support: It Is Not Creepy, It Is Caring
Parents never do a one-size-fits-all bedtime story, right? Good ones know exactly what makes each kid tick.
That is the heart of personalized customer care, and if you are not doing it yet, you are sending “Dear Valued Customer” emails and praying for miracles.
A Little Guidance:
- Gather real insights (not just purchase history)
- Use their names, preferences, and habits
- Offer solutions they need, not generic spam
🎯81% of customers prefer companies that offer a personalized experience
You cannot shortcut this with a flashy chatbot or a 10% discount code. Creating meaningful experiences that authentically acknowledge a customer’s patronage. (Like moms making their favorite cake not at your birthday party but on a regular day.)
💡Friendly Advice: Don’t be certain about what you provide. 80% of businesses feel they give their clients a much better experience. However, customers say that just 8% of companies are hitting their delivery targets.
If you want to be among the 8%, try our AI-Powered CX Insight. Because for personalization, you’re going to need one.
Being a Parent Takes Time, Building Trust Too
Parents do not earn trust overnight. They show up, day after day, proving they are caring and reliable. The same rules apply when building customer trust.
The following 3 approaches are recommended by Forbes for building customer loyalty:
- Design real-time systems: A decrease in a customer’s yearly spending or any question about “how to cancel an account?” can be flagged in your system. Take action immediately upon it.
💡Pro Tip: AI tools let us understand, predict, and respond to customer needs in real time. So do not hesitate to try it.
- Be proactive: Reach out to customers proactively rather than waiting for them to express concerns. Regularly check in, ask for feedback, and show genuine interest in their evolving needs.
👉 Further Reading: Why Proactive Customer Service Matters
- Transparent Communication: Be open about changes in policies or services and provide clear explanations when status changes occur. (Rules are rules, son 👦)
When you care like a parent (even when nobody’s watching), your customers feel it. And trust us, they remember.
Mother’s Day: A Reminder of Real Support
Mother’s Day is not just a Hallmark holiday. It is a loud, messy celebration of everything we crave:
- Unconditional support,
- Endless patience, and
- The occasional shove in the right direction.
Honestly, Mother’s Day is a perfect business case study on why human-centered CX wins, every single time.
Treat every customer like your favorite kid (even the slightly annoying ones), and you will see the difference.
🎙️Final Mic Drop: Forget obsessing over AI vs. human debates. The real flex is blending technology with timeless lessons from parenting in CX: patience, warmth, and a stubborn refusal to give up on people.
Integrating our AI Tools is easy and free. Request your first Demo Here.
