The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges-rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset – we can turn our noble cause into an awful lot of work….George Jacob
Emotional intelligence is the ability to sense, understand and effectively apply the power and acumen of your emotions and the emotions of others in order to facilitate higher levels of collaboration and productivity.
As a Customer Service Professional you would have at some point, encountered irritated, angry and even irrational customers; however, tuning into customers’ emotional needs is a prerequisite for achieving customer engagement and satisfaction. This is absolutely important because engaged customers are the ones that stick around for years. They bring in new business with their ebullient recommendations, ultimately boosting organization’s profit margin, share price, and ROI. Customers’ emotions aren’t one-size-fits all and in order to figure out what each customer wants, front-line officers must have tools that help them maximize their own emotional intelligence.
There are five dimensions of emotional intelligence: self-awareness, self-regulation, motivation, empathy and social skills.
- Self-Awareness – the ability to recognize and understand your moods, emotions and drives, as well as their effect on others. Accurate assessment of who you are.
- Self-Regulation – the ability to control or redirect disruptive impulses and moods, and the propensity to suspend judgment to think before acting. Being conscientious.
- Motivation – a passion to work for reasons that go beyond money or status and a propensity to pursue goals with energy, drive, passion, and persistence.
- Empathy – the ability to understand the emotional makeup of other people.
- Social Skills – a proficiency in managing relationships and building networks.
It is easy to see the connection between EQ (Emotional quotient) and Customer service. When your staff is better equipped to understand their own emotions, they can more effectively temper their reactions to deal with the issues of the customer.
Likewise, being able to better understand customers’ emotions will help Customer Service Professionals see through the clouds of reaction and approach each customers problem more clearly.
Customer Contact Officers must remember at all times that customers today aren’t just guided by traditional market drivers, but are equally influenced by emotional experiences with a brand. If Customer Service Officers are upbeat and empathetic to their customers, there’s improved customer engagement. Engaged customers will not only boost profit margins, but bring business for years to come.
Ultimately, the essence of customer service is empathy, our job is to help them, so they will come back again. If we can show more value, treat them kindly, and make their lives easier, then we’re giving them reasons to come back. Customers are people, with needs to satisfy and problems to solve.
Customer service is an attitude not a department. It is the onus of every staff of a corporate body to be customer centric, after-all we are in business and it’s because of our customers.