“Emotional intelligence (EQ) is defined as the ability to identify, assess, and control one’s own emotions, the emotions of others, and that of groups.”
Created by Peter Salovey and John Mayer, the term “emotional intelligence” was first introduced in 1990 as a psychological theory. The definition above is further explained by Psychology Today:
“Emotional intelligence includes the ability to identify and name one’s own emotions, the ability to harness those emotions and apply them to tasks like thinking and problem-solving, and the ability to manage emotions, which includes both regulating one’s own emotions when necessary and cheering up or calming down other people.”
Looking at this definition, one can see how emotional intelligence has a vast role to play in customer service. Effective communication is always vital, whether customers are looking for a resolution, asking for information, inquiring about a product, or needing assistance for an issue. Helping others requires a basic understanding of how people react, perceive, or feel; and by practicing empathy, having emotional awareness, and learning how to manage customers’ emotions, the customer experience can be elevated.
Having emotional intelligence can help both agents and customers to be on the same page. The ability to identify one’s emotions and those of others can aid in navigating a customer’s feelings based on their non-verbal cues. This is why Teleperformance Observer, one of our various proprietary tools that can analyze a customer’s emotional status through tone of voice, is a key element in aiding our management customize their approach to customer service. TP Observer also allows supervisors help the agent by using the tool as a way to learn more about customers and how agents can react to their customers’ emotions. This is crucial in establishing a connection and can result in a satisfied customer, content and happy because of a positive interaction through customer service that felt like a natural or a personal conversation.
Do you need to boost your brand’s dose of positive interactions? We can help you! Contact us today.