Emotional intelligence and customer care

Q:  Today, more than ever, creating an extraordinary customer experience is critical for an organization’s survival. Can you address how EI plays a pivotal role in the area of customer care?

A: Because emotions are contagious, how your employees interact with your customers determines how the customer will feel about your company.  You want your employees to be using their emotional intelligence to get and stay in an upbeat, empathic space, and to relate to your customers from that state. In Working With Emotional Intelligence I reviewed data from the hospitality industry showing that the most effective employees were adept at emotional intelligence competencies like emotional self-management (curbing negative feelings and encouraging motivation and engagement), empathy (which allows them to sense how others feel, and so be more effective communicators), and collaboration (so they work seamlessly as team members).