HERE ARE 5 REASONS WHY EMOTIONAL INTELLIGENCE IS IMPORTANT IN CUSTOMER SERVICE AND RELATIONSHIP
Why is emotional intelligence in customer service, and why is it important? I guess you’re wondering why too.
In Nigeria where there is a great deal of competition in almost every market, the key to business excellence and success is knowing just what your customers want and giving it to them in the best way. Sounds easy, right?
In this article, we will be highlighting the importance of emotional intelligence and how to use it to give your customers just what they want in the best possible way, stay tuned.
What is Emotional Intelligence in Customer Service?
Emotional intelligence is the quality of being able to understand one’s emotions and those of others. It is the ability to express and control one’s emotions and skilfully manage interpersonal relationships.
Emotional intelligence in customer service is simply the application of emotional intelligence to customer relations. It is the art of skillfully and emphatically discerning and understanding a customer’s needs through active listening and addressing their concerns.
It is important to treat your customers right and in order to do that you need to know what they want and how they want it. The only way you can truly know what your customers want is by paying attention to them and understanding their concerns.
One of the greatest benefits of effective customer service is that it can earn your business positive word-of-mouth marketing and credibility, hence you get your customers to bring more customers. Sounds good, no? Emotional intelligence in customer service can help you achieve this.
Importance of Emotional Intelligence in Customer Service
Having considered the meaning of emotional intelligence and how it applies to customer service, it is important that we look at the role it plays in business and customer relationship. The importance of emotional intelligence in customer service include:
1. Effective Communication:
It enhances and fosters effective communication between you and your customer. Knowing what to say and how to say it is very important in communication. Hence, through this medium, you will be able to communicate with your customers using the right combination of words to match their emotions. This usually comes in handy in handling heated situations, such as where a customer has a complaint or is upset.
2. Customer Connection:
It creates a foundation for you to establish a connection with your customers. When you are able to understand how your customers feel and empathize with them, they will feel connected to you. This connection between you and your customer is what makes them to trust you and remain loyal to your brand.
3. Self Control:
This is one of the advantages of emotional intelligence. Sometimes, a customer may seem so unreasonable or petty, that it will only take a great deal of self control to handle them. This is the role of emotional intelligence. When you’re able to control how you feel, you reduce the chances of lashing out or erupting in anger when relating with your customers.
4. Better Service:
The only way you can offer effective service to your customers is by understanding what they want, how they want it, and giving it to them. This also plays a role in the type of goods or services you offer. Hence, you will not just be offering goods or services that you want to sell, but you will be providing solutions to their problems.
5. High Competency:
Knowing what you customer needs and giving it to them in the best possible way puts you ahead of competitors. Brands that offer effective customer service earn positive word-of-mouth marketing and referrals from their customers which makes them top of mind among customers.
Conclusion
The ultimate goal of every business should be the satisfaction of customers, through effective and quality delivery of goods and services. This is why it is important to understand your customers, what they need and how they need it.
We hope that this article has been of great assistance in showing you the essence of emotional intelligence in customer service. Feel free to contact In-Charge Solutions for further guidance should you have any concerns or issues regarding your brand.
