Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Why Using Emotional Intelligence Can Improve Your Customer Service and How To Do It - PlayVox - ContactCenterWorld.com Blog

Why Using Emotional Intelligence Can Improve Your Customer Service and How To Do It

What is the best way to ensure that customers are delighted by their service experience? Is it tracking KPI’s like AHT or FCR? To be sure, metrics are an important component to managing a well-functioning call center. But beyond and between the numbers, how do you create a customer experience that truly makes the customer feel engaged and valued? The answer is in the quality of agent-to-customer interactions as a whole.

Agents who infuse their customer conversations with a human element are able to respond to customers in a way that not only satisfies their service needs, but also strengthens the customer relationship.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

What is emotional intelligence?

Emotional intelligence is the ability to recognize one’s own emotions and the emotions of others in a way that facilitates satisfying, productive interactions and relationships. According to Daniel Goleman, the American psychologist credited with popularizing the notion, emotional intelligence consists of five elements:

  1. Self-awareness: The ability to recognize your own feelings and how they affect others
  2. Self-regulation: The ability to control or redirect emotional impulses, especially those that are negative
  3. Motivation: A passion to work for reasons other than money
  4. Empathy: Recognizing others’ feelings and responding appropriately
  5. Social skills: The ability to manage relationships and build social networks

Clearly, emotional intelligence and customer service go hand-in-hand. Customers today are concerned with more than product pricing and innovation; they want to be “wowed” with a personalized, engaging customer journey.

**How to train agents to personalize customer service**

Why should emotional intelligence and customer service be top priorities for your call center?

Customer loyalty

 A customer who experiences emotionally intelligent service is likely to become loyal to the company because their engagement with the brand has been heightened and enhanced by this personalized, human interaction. A customer would rather return to a company where they know they are valued as an individual than take their chances at a new company.

**10 best reward programs for loyal customers**

Word-of-mouth

Customers who have been “wowed” by emotionally intelligent customer service are likely to share this enthusiasm for the brand with others. This means positive mentions on social media and an influx of new customers who trust a personal recommendation more than typical marketing efforts.

Increased sales

A comprehensive study from Rutger’s University found that salespeople at L’Oreal sold, on average, $91,370 more in company products when they were hired on the basis of their emotional intelligence.

Improved agent attrition

It’s not only the customers who benefit from emotionally intelligent interactions with a company. Agents and call centers themselves benefit as well, since agents who are emotionally intelligent have a 63% lower rate of turnover.

**Boost your call center attrition rates with these three tips**

Increased productivity

Researchers have determined that the most productive employees in positions of average complexity (e.g. salespeople) owe a third of this productivity edge over their peers to technical and cognitive ability, and two-thirds of it to higher emotional intelligence.

So what does it look like when emotional intelligence and customer service are successfully married? For starters, the conversations unfold more naturally as a result of the emotionally intelligent agent sensing any tension or negativity and responding to it with skill and sensitivity.

Listening and expressing empathy for the customer will be as much a part of the conversation as problem-solving and/or pitching and upselling. Finally, the conversation will end with a customer who is not only satisfied, but happy.

How can you build emotional intelligence in your agents?

1. Train agents in the skill of active listening

A common emotional need people have is to feel as if they’re being heard. Rather than firing back a response as soon as the customer is finished stating their query or concern, agents should first listen actively and repeat the concern back to the customer.

This not only has the benefit of eliminating inefficiency caused by a faulty understanding of the issue, but it gives the customer a sense that their needs are valid and understood by the agent. This sense of validation starts the conversation off on a solid foot of practical and emotional understanding.

**Top 6 call center quality assurance best practices**

2. Use ongoing data collection to customize customer interactions

Some customers like their service conversations to be brief, straightforward, and focused on the facts. Others prefer a more personable approach, including small talk or casual banter. Some customers are calling with a routine query whereas others are following up on a complicated issue.

Knowing these differences and approaching the conversation accordingly, especially for a returning customer, can make all the difference. Encourage agents to keep a detailed log of customer interactions, including history and preferences, to put customers at ease in the way that suits them best.

3. Give agents practical skills for emotional intelligence and customer service

Of the five components of emotional intelligence, three of them-- self-awareness, self-regulation, and empathy-- are a direct result of becoming aware of emotions on both sides of the interaction and responding accordingly.

Why not train agents in the skill of doing just that? Agents-in-training could include think-alouds during and/or after their customer interactions (real or simulated) to identify customers’ feelings and hypothesize the best approach, and to recognize or anticipate their own feelings and how to manage them.


Keeping emotional intelligence in mind when hiring, training, and supporting your call center staff is an investment that will pay off in many ways. From increased customer satisfaction and loyalty, to a healthier, more productive work environment for your agents, emotional intelligence awareness and training has the potential to improve all areas of call center operations.

Source: http://blog.playvox.com/why-using-emotional-intelligence-can-improve-your-customer-service-and-how-to-do-it

Publish Date: November 30, 2016 5:00 AM


2020 Buyers Guide Translation Services

 
1.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 



View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 6
 25342 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =