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Is emotional intelligence the key to customer service training?

Sarah K. White | Aug. 17, 2016
A positive customer experience is key to a successful business, but if you aren’t training and coaching your employees on emotional intelligence, you may be losing sales and customers.

Customer engagement and digital transformation

Donna Peeples has worked as a Customer Experience Executive for over 25 years at companies like AIG and Motivated. She's currently the chief customer officer at Pypestream. As an expert on the customer experience, she says that companies are moving towards a trend where they want to make the process more personal and "human."

Call centers are an overlooked part of the tech. Nearly every major tech company has some form of customer service and Peeples stresses that your call center deserves its place in a comprehensive business strategy. Just compare Amazon and Comcast -- one is well-known for its customer service, while the other was recently sued by the Attorney General of Washington State for $100 million for misrepresenting its service plan. A strong approach to customer service can make or break your public image, which can hurt sales as well as customer satisfaction and retention.

According to Peeples, customer engagement begins with your employee engagement. She says business leaders need to engage employees by "measuring what matters." This includes "establishing a baseline that everyone can agree to" of what's expected from the company, and then "align the organization around those goals".

Adopting emotional intelligence software isn't just about employee engagement either; it's also a way for businesses to embrace digital transformation and stay competitive. "To date [this software] has largely been adopted by the innovation groups within companies. Those forward looking organizations that have been looking to technology for a competitive advantage," says Feast.

You don't want your company to get left behind as technology quickly becomes the cornerstone of modern business. Part of staying relevant and competitive involves embracing innovative technology, whether that means implementing emotional intelligence software, eradicating redundancies with automation or equipping your office with the latest and greatest in hardware.

Emotional intelligence and management

Another area where emotional intelligence software can improve productivity and efficiency is within management. Feast points out that, traditionally, to assess a sales or customer service representative's phone abilities, managers and supervisors would have to take a small sampling of phone calls and judge based off that sample size. With this software, however, the computer can unbiasedly keep a running score of the employee's performance, limiting the time spent on manually evaluating calls, and avoiding any potential bias from the manager or supervisor.

Peeples says that by delivering this unbiased information in real time employees have more autonomy over their work. It empowers them to be more self-aware in their job and gives them the opportunity to improve their performance without hearing it from a superior. She says this will not only help improve morale and productivity, but that companies will see less customer and employee turnover.

 

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