Customers matter as they are the backbone of any business. They are the individuals who purchase goods and services, and without them, a company cannot succeed.

Understanding the needs and preferences of customers is essential for companies to develop products and services that meet their requirements.

This enhances customer satisfaction, loyalty, and retention. Companies that put their customers first tend to have a competitive advantage, leading to long-term success.

Therefore, it is important for businesses to prioritize their customers and continuously work towards meeting their expectations.

As part of our study we will stray a little beyond just the commonly known mechanics that contribute towards providing exceptional customer service and instead look at the science behind facial expressions.

Why Facial Expressions?

Facial expressions are fascinating. Did you know that humans are capable of making around 10,000 different facial expressions?

Also, the universally recognized basic emotions expressed through faces are happiness, sadness, fear, anger, surprise, and disgust.

Yes, facial expressions can tell us a lot about the satisfaction or dissatisfaction of our customers or clients. Facial expressions can also tell us things like when someone is confused or surprised.

There are two main groups of facial muscles that help form facial expressions:

a) the superficial muscles and

b) the deep muscles.

The superficial muscles are responsible for the visible facial expressions, while the deep muscles help with basic movements like chewing and swallowing.

Facial expressions are controlled by the facial nerve (cranial nerve VII), which sends signals to the muscles. When you experience an emotion or need to make a facial movement, your brain sends signals to the specific muscles, causing them to contract and create the desired or subconscious expression.

The complexity of facial expressions is due to the intricate interplay of these muscles, allowing for a vast array of emotions and non-verbal communication.

Now let's delve into the world of facial expressions on a more nuanced level. Macro expressions and micro expressions are two fascinating aspects.

Macro Expressions:

These are the more obvious and longer-lasting facial expressions that we consciously display. For example, a big smile when you're happy or a frown when you're upset. They are usually easier to detect as they last for a significant duration.

Micro Expressions:

On the flip side, micro expressions are subtle, fleeting facial expressions that occur in a fraction of a second. They often reveal our true emotions, even if we're trying to conceal them. Micro expressions are involuntary and can betray our genuine feelings. Professionals like psychologists and law enforcement officers often study micro expressions to understand hidden emotions during interactions.