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Nowadays many organizations invest great resources in training their employees in emotional intelligence, since they have realized that one of the elements to achieve commercial success and sales of their products and services is that their employees are able to identify and control their emotions, as well as those of their customers.
It is important that employees identify skills, strengths and areas of opportunity for improvement that allow them to develop emotional intelligence and its application in their personal and social life and in the company.
Employees with emotional intelligence are the most demanded since they are much more productive for the organizations. The management of emotions is very important both for self-motivation and to avoid conflicts, and promotes proper communication with team members.
Emotional intelligence can be defined as the ability to recognize, understand, manage and drive emotions and moods in oneself and others.
In this opportunity we will focus on how employees can use emotional intelligence to favor the performance of their work and achieve customer satisfaction.
According to psychologist Daniel Goleman's proposal, five components of emotional intelligence should be considered, which we will apply to customer service:
1. Self-awareness: it is essential to identify and understand one's own emotions, which makes it easier to recognize them in others. In this way it is possible to recognize when the customer is frustrated, if he/she is asking for help or when he/she feels satisfied.
2. Self-regulation: refers to developing self-control of our emotions and behavior, override judgments and practice thinking before acting. The employee should not get involved in the event or take the complaint or criticism as something personal, should focus on finding an agreement that meets the customer's needs.
3. Internal motivation: it is important that the employee feels stimulated to work for internal reasons that go beyond money, it is necessary to feel motivated to establish objectives and goals in customer service, in this way it is more feasible to enjoy the work and discard moments of tension. The purpose should be to avoid arguing and blaming, on the contrary, a suitable outcome should be sought for each client.
4. Empathy: refers to the ability to understand the emotions of customers, putting oneself in their place, this favors communication with the client. Through attentive listening and attending to the follow-up signals of the conversation, the client captures the interest in solving their situation. This is a powerful tool for transforming the customer's mood and emotion.
5. Social skills: this is a skill that people who enjoy dealing with the customer have. Controlling communication in the medium chosen by the client (written, telephone or face-to-face) is fundamental, assuming an authentic attitude of help and guidance is what impresses the client's emotions and has an impact on their decisions.
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