E093 Emotional Intelligence Boosts Customer Satisfaction

Sneak Peek
There’s an old saying in sales that people buy people, and it essentially means that no matter how much value you offer to your customers, what tends to make the sale is whether or not they like the person doing the selling. The same holds true for customer satisfaction. Marketing and advertisements may get customers in the door, but repeat business is almost wholly dependent on how your customers feel about the service.

So if “being liked” is the key to customer satisfaction, then how do you achieve that goal? Researchers believe that the answer may lie in something called “emotional intelligence” . . . 

When To Use
What is emotional intelligence and how it connects to customer service; establishing likeability and becoming a “people person”; perceiving emotions; using emotions in positive way; understanding emotions; managing emotions; using emotional intelligence.

How to Use
Group work; coaching; field work.

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