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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.

And managers and executives alike can learn from the software because emotional intelligence, and knowing how to communicate with your employees are two crucial skills in the business world.

"Emotionally intelligent leaders are far more in tune with the overall feelings and motivation levels of their teams and individuals on their team, based on this recognition they can adjust their management and communication style to ensure they achieve the highest overall performance. They can be empathetic towards the needs of their staff while still being firm and goals-driven," says Feast.

This platform and others in this next breed of emotional intelligence software can help give managers a better way to evaluate performance and create plans for improvements if necessary. "It provides middle managers a scalable way to teach their teams how to be more emotionally intelligent in their interactions. Before emotional intelligent software it was hard for middle managers to train every person through manual subjective evaluations," he says.

Ultimately, the software is less about the customer on the phone, and more about the employee on the other end. Using unbiased software to measure the emotional intelligence of employees can help managers guide training and identify commonalities or ineffective workers. It also gives the employee a chance to get real-time feedback on how they're doing from an unbiased source -- a computer program.

"Friendly, effective service is incredibly important. We live in an experience economy. All decisions are based on emotion at some level. Call center executives today have a very unique challenge; they're being asked to deliver better experience for customers and become more efficient all at the same time -- I think customers want a combination of a very knowledgeable person who can address their issue, and one they can trust, one they can build a relationship with. At the end of the day, it's all about moving transactions to relationships," says Peeples.

 

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