“Emotional intelligence, more than any other factor, more than IQ or expertise, accounts for 85% to 90% of success at work… IQ is a threshold competence. You need it, but it doesn’t make you a star. Emotional Intelligence can.” – Warren Bennis
Businesses today can be successful or not depending on how effective their workforce is at positively influencing the lives of customers. This is the very core of customer service, which means that emotional intelligence in customer service is critical to the success of a company. Experts seem to believe that emotional intelligence scores a lot higher than a person’s intellectual knowledge since dealing with people is all about understanding them and in doing so, a company would be better equipped at improving relationships with customers, and keeping them happy. Emotional intelligence also helps the customer service staff to remain constantly aware of their own emotions, their reactions to people and situations, and stay in control of their own emotions when dealing with crisis or demanding customers. The fact is that customers like doing business with people who they like and those who make them feel good and at ease. The top reason for customers to stay or leave a company now has become the service they receive from it.
Emotional intelligence in customer service is all about being sensitive to the needs of customers, and remaining aware of what constitutes poor and slovenly service. Customers demand to be treated well and with importance. They expect a company to give them the attention they deserve and show gratefulness for the investment of time and money they would be making with a company. Without emotional intelligence in customer service, it would be hard for the service staff to serve truly the customers with care. Customer service is a high stress and pressure job, and when companies do not pay attention to the needs of their employees in this realm, it can be extremely challenging, for the service staff to serve customers with high standards. Poorly serviced customers lose no time in showing their annoyance and nowadays turn to social media to vent, given its high visibility and reach. While there could be several reasons for poor service – things like poor interpersonal and communication skills, work overload, poor work conditions, and others – a large chunk of shoddy service can be attributed to the lack of emotional intelligence in customer service staff.
Is your company aware of the importance of inculcating emotional intelligence in customer service? Customers do not have the time or the need to understand the moods and emotions of the service representatives of the company – they expect and deserve great service at all times. By learning and perfecting emotional intelligence, the customer service staff would be better equipped to manage, control, and adapt quickly to their own emotions, moods, and responses such that they would not let either of these affect the service they provide. In addition, emotional intelligence in customer service allows service staff to understand the feelings and emotions of their customers and respond empathetically and with genuine concern. Customers are quick to discern feigned care and this can potentially anger them beyond measure. By truly understanding their customers, the service staff would instinctively know the best course of action to take and solutions to provide to a customer’s problem. Customers that perceive a genuine desire to serve them become and stay happy with a company, leading to more business, referrals, and success for a company. A successful company becomes attractive not just for customers, but also from the best talent in the market and other stakeholders.
Emotional intelligence in customer service helps the company build, strengthen, and sustain strong relationships and bonds with customers – a sure shot way for any company to enhance its reputation and gain more customers through their existing ones. Being emotionally intelligent allows the company and its representatives to not only meet the current needs of customers, but also anticipate future needs and prepare for them in advance. This lets customers know that the company genuinely cares for them and is passionate about serving them and continuing the business relationship. Customers today expect a company to understand them well enough to form an emotional connection that would go beyond the confines of the business association – but while still respecting the boundaries with customers.
We know that despite a company’s best efforts, there would be some irate and angry customers. These customers need very careful handling and without emotional intelligence in customer service, this can be an uphill task. The most important thing for service staff to remember is that a customer is angry with the company and its offerings – there is no personal agenda, and the customer is merely venting their frustration on whomever they see as representing the company. Emotional intelligence provides the service staff with the ability to stay calm in such a situation, empathize with the customer, and provide the most relevant and effective solution to their problems. Emotional intelligence in customer service is all about having the right attitude even when dealing with situations that may seem unfair and or out of one’s control. The more such service a company can provide, the better customers would feel about it and over time the company would have a band of happy and loyal customer advocates, ready to stand by it in every situation.
Everyone understands the importance of active listening skills in customer service (and in our everyday lives). Active listening is about hearing more than just words – it is about listening for the emotions, feelings, and moods of the customer. A customer could be speaking politely but through careful listening, the service representative would be able to understand an underlying irritation and emotion, and would be in a better position to respond more effectively to the customer. This understanding and active listening comes about by encouraging emotional intelligence in customer service and in every realm of the business (and life). The ability to listen well makes the service staff better at communication too. The fact is that customers are no longer mute spectators – they expect the company to engage them in a dialogue and to do this well the service representatives should be able to convey the company’s perspective, while keeping the needs of the customers in mind.
Dealing with customers can be even more stressful if the employees do not get along and there is stress and conflict between co-workers. A company that encourages a culture of emotional intelligence would have an energized, happy, and cooperative workforce, ready to understand their co-workers and be willing to face challenges as a team. Happy employees are easier to manage, coach, train, and gain cooperation from – they would in turn ensure that they serve customers with the same care and empathy they receive from their company. It is important for a company to hire right – there are several tools and questions that can be used to ascertain the emotional intelligence level of persons they wish to hire. The good news is that emotional intelligence can be taught and improved, and those that build this quality would be a lot more effective at dealing with all those they interact with in their company and outside.
