How emotional intelligence can help the customer experience


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Delta cancels over 800 flights from AtlantaEmotionally intelligent people are able to know and control their emotions to produce higher sales, better productivity, and assume better leadership roles. Not to be confused with an individual having a great personality which could be fun or outgoing with a great sense of humor, emotional intelligence has more to do with how people think in particular situations and decide using clear and sound judgment.

How a customer feels when they interact with an employee can make the difference in sales and customer loyalty. The ability to provide an exceptional buying experience rather than just another sale affects profit, so a customer representative who can respond appropriately to emotions can have a positive influence on customer satisfaction.

Emotional intelligence, according to Daniel Goleman, author of the 1995 book “Emotional Intelligence” has five basic principles necessary to become a leader. They are self-awareness, self-regulation, self-motivation, empathy, and the nurture relationships; all necessary ingredients so to speak to engage customers and maintain their loyalty. As an example, an American Express customer care person will commonly engage a client in conversation pursuant to a client’s mood. When I needed to rebook my flight because my traveling companion became ill, I needed the help immediately. The agent could tell I was stressed, and she accommodated me in what I considered to be ‘double time’ in order to reschedule and reconfirm my flight. She was able to procure new car services for us once we landed, medical assistance at the arrival point, and the agent’s empathy towards a serious situation played an integral part in how I was able to better cope with the emergency.

Therefore when hiring customer service representatives, the ability to respond appropriately makes the difference between acceptable and exceptional. Emotional intelligent representatives know how to make suggestions according to a customer’s desires. While a customer representative can’t tell any customer what they should buy or even how they should feel, they can help customers by being clear and concise communicators.

Maybe John Doe has the greatest personality in the entire organization, but will his errors in judgment lose an organization business? Emotional intelligence imparts a clarity in thinking and the ability to keep one’s composure in the most stressful situations. It helps us to manage our behaviors, moods, and impulses.

“Check that bad mood at the door before you meet a customer.” states Joe W. who runs a local fishing store in West Palm Beach. “I want all of my employees to recognize their own moods and employ mood management. I want them to respond with courtesy, consideration, and respect to everyone that walks through these doors. Even if they’re in the worst of moods, I count on their emotional intelligence to help all customers and resolve any complaints or problems.”

photo credit: nesnet

Republished with author's permission from original post.

Cheryl Hanna
Service Untitled
Cheryl Hanna is a successful real estate sales person in Florida and has used her customer service knowledge and experience to set her apart and gain a competitive edge in a very difficult market. Cheryl has been writing professionally since 1999 and writes for several blogs and online publications


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