Every customer who interacts with your company wants to walk away feeling as though their needs have been met and they have been treated with respect. Unfortunately, many people experience unsatisfactory encounters with businesses, and in turn, spread the bad news to anyone who will listen. You can prevent this from happening to your company by utilizing emotional intelligence in your customer interactions. When emotional intelligence and customer satisfaction are the focal point of business transactions, customer loyalty and company growth are inevitable.
What is Emotional Intelligence?
Emotional intelligence refers to a person’s ability to read, interpret, and even control the emotions of themselves or those around them. In simple terms related to business – do you know how to use empathy to help your customers feel valued? Managing emotions in customer service is important from the very beginning of your interaction with a consumer, and is crucial when they are unhappy with the company or product.
How Can Emotional Awareness Improve Customer Service?
Emotional intelligence consists of two major components. The first is an awareness of your own emotions and the ability to maintain control over them in difficult situations. The second is an awareness of others’ emotions and the ability to influence them toward a positive outcome.
When it comes to emotional intelligence in customer service, both of these components play an important role. Employees need to be able to resist becoming offended by angry customers, as well as calmly resolve any issues that arise. Ideally, an employee will be able to guide the customer to feeling valued and satisfied with the outcome of the conversation.
Self-Awareness in Customer Service
An employee exercises self-awareness in customer service situations is highly valuable. Fortunately, this skill is one that can be acquired by your current team members if needed. However, it is also helpful to look for this skill and when employees are hired. A natural ability to empathize with customers and coworkers will be beneficial for problem-solving in many job aspects. When difficult customer service situations arise, a self-aware employee is better able to use their emotional intelligence to enhance customer engagement.
During job interviews, you can look for the following characteristics to determine whether a candidate possesses emotional intelligence.
- Good Listener – Are they actively engaged when you outline your expectations for the available position?
- Effective Communicator – Do they clearly and confidently answer questions, even when describing past workplace challenges?
- Positive Attitude – Are they polite? Enthusiastic? Friendly?
- Good Problem Solver – Are they able to empathize with others in hypothetical job scenarios? Do they provide reasonable solutions to problems?
What is the Meaning of “Internal Customer?”
An internal customer is someone within your company who depends on other employees to complete a specific process. For example, your sales team may rely on your customer service team to complete the ordering process for your customers. In this situation, the emotional intelligence of your customer service employees will directly affect the job satisfaction of your sales team. To maintain good relationships among employees, there must be an understanding of how to use emotional awareness within the company, as well as with customers.
How to Improve Emotional Intelligence in the Workplace
If you have employees with less than desirable emotional intelligence, it is possible to provide training and encouragement for developing this ability. When the employee is aware of the need for personal growth and willing to work on this skill, they can focus on a few key areas. For example, they can learn to become aware of situations that trigger stress and negative emotions, and then find ways to maintain control when these triggers are present. If you have multiple employees who need improvement, there are groups who provide emotional intelligence service orientation at the corporate level.
ROI Call Center Solutions
Another great option for combining emotional intelligence and customer satisfaction is to hire an independent call center to handle questions and customer interactions. ROI Call Center Solutions excels at assisting companies with developing ongoing relationships with satisfied customers through the use of emotional intelligence. Each of our technicians is trained and qualified to provide the best possible tech support for your customers. Contact us for a free quote and to learn more about how ROI can help you meet your customer service needs.