The term “emotional intelligence” or EI for short, was first defined in the 1990s. Since then, it has become a popular buzzword in the world of business and customer service. But what is it, and does it really matter? In this blog from Incept, we’ll get into the specifics, and discuss what you should know about emotional intelligence and why it matters for your customer service team.

What Is Emotional Intelligence? Understanding The Basics

To put it simply, emotional intelligence refers to the ability to recognize one’s own emotions as well as the emotions of others, and to take steps to manage these emotions and create some kind of positive or desirable outcome.

For example, an emotionally-intelligent person can recognize when someone else is feeling frustrated, and take steps to influence their emotions in a positive way – perhaps by solving their problem, offering encouragement, or empathizing with their situation. An important thing to understand about emotional intelligence is that it’s a type of “learned intelligence.” In other words, it’s a skill that you can learn, rather than an innate ability.

Of course, some people may be naturally more emotionally intelligent, but with proper training, it’s possible to improve emotional intelligence. And if you take the time to invest in training and work with your customer service team to boost their EI, this can have some amazing benefits.

Why Does Emotional Intelligence Matter For Customer Service Teams?

So, why does emotional intelligence matter for customer service teams? Here are just a few ways that customer service teams with high EI can provide enhanced service and better outcomes for your business:

• Understanding customer emotions – A person with high levels of emotional intelligence can more easily recognize, empathize, and manage customer emotions. Whether a customer is feeling angry, frustrated, sad, or any other type of negative emotion, high EI means that your customer service reps can quickly pick up on these emotions, take steps to handle a customer more carefully, and suggest an appropriate resolution for their situation.

• Managing their own emotions – Your customer service reps are human. And some customers can be tough. Emotional intelligence also involves the ability to control one’s own emotions. A rep who can keep their own frustration or irritation under control will be able to respond more professionally to customers, remain composed in difficult situations, and provide a better overall experience, even in a negative customer service interaction.

• Building rapport – High levels of emotional intelligence also help customer service representatives build rapport with customers. When a customer feels truly listened to and understood, they're less likely to be upset or angry. Their emotions can be felt, empathized with, and respected by your team – which means they're more likely to trust your customer service representatives, and have a positive overall customer service experience.

• Resolving conflicts – Emotional intelligence can help customer service reps resolve difficult situations, especially when dealing with unhappy customers. Your team members can stay calm, de-escalate the situation, and take steps to find a resolution to a customer’s issue.

Not every customer will be satisfied, though. EI can also help your reps understand when a customer may not be satisfied with their resolution or the situation, and escalate the issue to a manager or other higher-up who may have the tools and necessary skills to resolve the issue in a positive way.

Related Post: 5 Qualities To Look For When Hiring The Best Customer Service Agents

Emotional Intelligence Is An Essential Component Of Effective Customer Service

By hiring workers with high levels of EI, as well as taking steps to train your existing customer service team on emotional intelligence and building their skills, you can dramatically enhance your customer experience. 

As outlined above, emotional intelligence is a powerful asset for customer service teams. Your reps can better understand their emotions, the emotions of customers, and how these things interact – and take steps to manage them, communicate more effectively, build rapport, and resolve conflicts. So if you’re looking to improve your customer experience, emotional intelligence training is a great place to start.

Need help now? At Incept, we offer outsourced CX solutions with highly-trained, emotionally-intelligent, and adaptable customer service reps. Get in touch with us today, and see how we can help you expand the capabilities of your team.