Social And Emotional Intelligence In Regards To Customer Satisfaction

1004 words - 5 pages

Abstract
In this paper I have examined social and emotional intelligence in the Customer Service area. Customer Service is a big part of having a successful business and I found it interesting to put them all in the same paper and study what they all have in common. Customer Service in accordance to Giese and Coat (2002) is hard to define due to all the varying definitions of satisfaction. However, they say that the response comes at a particular time, is a response (emotional or cognitive), and the response has a focus such as a particular consumption experience.

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Providing quality customer service has a much more defined meaning and is different from providing "exceptional" customer service. Exceptional customer service is usually fulfilling a customer's needs based on one particular instance that may or may not be repeated. Providing quality customer service means meeting the material as well as the emotional needs of a customer before, during, and after the initial purchase or contact and having sufficient processes in place where the same level of service is provided consistently. In other words, it is adopting the quality mindset as more of the company culture and part of the normal business practice rather than the exception. Because emotions are so contagious, how company employees interact with customers determines how the customer will feel about the company. Companies want their employees to use their emotional intelligence to get and stay upbeat and empathic and to relate to the customers in that state. I have reviewed data from the different industries showing that the most effective employees were adept at emotional intelligence competencies like emotional self-management (curbing negative feelings and encouraging motivation and engagement), empathy (which allows them to sense how others feel, and so be more effective communicators), and collaboration (so they work seamlessly as team members).
Meeting the material need is usually the easiest and the area that most companies focus on. This usually consist of replacing a damaged or failed item or taking it back and providing a refund or providing free shipping or waiving a fee. While these gestures or policies are well intended and are sometimes necessary they only meet one area of the customer's needs. The emotional needs of the customer are often overlooked and the customer walks away less than satisfied or worse yet, they leave without any reason to return or ever do business with the company again because they feel they were not treated as valued customer.
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