Emotional Intelligence : Key to Quality Customer Service

Abstract

More and more people are realizing the importance of emotional intelligence (EI), or the capacity to recognize, understand, and control one's own emotions as well as those of others, in all spheres of life, but particularly in the workplace. When someone is having difficulties, those with strong emotional intelligence can relate to them. Strong social skills, particularly in the areas of communication and resolving the conflicts— two competencies that are essential in the workplace—coexist with high EI. Employees with emotional self-control are found to be able stop themselves from reacting to a situation which may lead to worst scenario, Rather they are able to make choice between options to act rationally (Kalpana Srivasatava (2013). This chapter throws light on how improving emotional intelligence (EI) might improve customer service. We illustrate that strong emotional intelligence (EI) in customer service agents improves client satisfaction and loyalty by reviewing the literature.