))
Customer Experience Podcast #9: General Mood
Manage episode 153879133 series 1105570
Вміст надано Quinn Byrne Coaching. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Quinn Byrne Coaching або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.
We conclude this series of podcasts on the subject of Emotional Intelligence with a look at the area of General Mood, as it relates to the Customer Experience.
Michael reminds us of the importance of courtesy and congeniality in customer relations, and stresses that failure to observe this is “the one thing we won’t be forgiven for”. He explains why Customer Experience and Employee Engagement go hand in hand. “There was never a greater requirement for people in customer-facing roles to be supported.”
We’ve seen how emotional intelligence can be a powerful tool for managers, but it must be used properly. While it is especially useful for recruitment, there are real benefits to be gained when emotional intelligence is used to foster and develop existing employees. It’s not about “profiling”, Michael says. It’s about behaviour, and using emotional intelligence tools to identify and encourage those behaviours which consistently create great customer experiences.
Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.
Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. (More options)
10 епізодів
Поширити
