Role of Emotional Intelligence In Customer Service

Do you recall a time when you were extremely dissatisfied with the customer service you got? How did you feel? Did it change your overall perception of the business/company?

Research studies have shown that 90% of customers completely abandon a business after one or two bad experiences. Clients value exceptional customer service and if this isn’t prioritized, your business will suffer losses.

I recently had a conversation with a friend, who was lamenting on the terrible treatment she received at a local restaurant. They kept her waiting for hours before taking her order and when they finally did, it was the wrong one. She tried to have them change it but the attendants were rude and dismissive.

She had been looking forward to trying out the place for a while and it turned to be the worst experience for her. What does this show?

The attendants lacked emotional intelligence skills and in the end it cost them a potential returning client.

Why is emotional intelligence essential in customer service?

Empathizing with clients

Empathy is a core skill of emotional intelligence and can be particularly valuable in a sales or customer service interaction. 

Empathy is the ability of customer agents to put themselves in the customer’s shoes.  

If the attendants had the empathy to apologize and rectify the wrong order, my friend would not have cut off ties with them.  Their rudeness and impatience cost them a potential loyal client.

Building solid relationships

How can you ensure that your customers keep coming back? Emotional intelligence helps build relationships, which is a great way for a company to ensure that customers return again and again. For example, had my friend been treated differently with more patience and positivity, wouldn’t she have opted to come back again? Most definitely! The restaurant failed to build a positive relationship with her by dismissing her frustrations.

 Self-management/control

Customer service can be rewarding, but it is also very stressful. Managing an angry customer while maintaining a cool head is an important part of the job. People with great self-management skills can adapt to changing circumstances, control their emotions and behaviors, and manage stress levels in healthy ways.

Self-motivation

Staying motivated in a customer service job is very crucial. You need to stay focused on your goals while also ensuring that you maintain a positive aura around you. Customers appreciate professionals who are always optimistic and ready to help.

Effective communication

If a customer walks in and starts yelling, do you yell back or stay silent? Absolutely not. This is where your need to utilize your communication skills. Maintain composure and use positive language. Acknowledge their grievances and assure them that their problem will be solved. Remember that, how you communicate can either solve the problem or make the situation worse.

Bottom line;

All the emotional intelligence skills mentioned above are intertwined. But it all comes down to providing humane customer support and creating enjoyable experiences – for customers, for yourself, and your team members.

Do you want to be an exceptional customer service professional? Does your customer service team lack emotional intelligence skills?

Sign up for this practical customer service course today and be that go to business for all your clients!

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