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Emotional intelligence is the ability to identify and appropriately respond to one’s own emotions and the emotions of others. In business, it is becoming more widely accepted that this intelligence has great influence in HR.
Absolutely right . In sales the most important thing is to have eagle eyes to understand the customer needs. If it is an implied need convert it into explicit need and if it is already an explicit need address on the offering which covers the customer explicit need requirement.
Last bu not the least once deal over don't left customer alone, keep him engage as engaged customer is your sales person for peers.
Indeed, Tuning into customers’ emotional needs is a prerequisite for achieving Customer Engagement. Customer Engagement is important because engaged customers are the ones that stick around for years. They bring in new business with their ebullient jovial recommendations. Ultimately, Customer Engagement boosts your organization’s profit margin, share price, and ROI. But customers’ emotions aren’t one-size-fits all. In order to figure out what each customer wants, front-line employees and managers must have tools that help them maximize their own emotional intelligence. Emotional intelligence is the ability to identify and appropriately respond to one’s own emotions and the emotions of others. In business, it is becoming more widely accepted that this intelligence has great influence in HR. However, few customer satisfaction programs train service reps and front-line managers how to read and appropriately respond to customer emotions. Empowering employees in this way is what separates the customer service wheat from the chaff, so to speak.
“How customers feel when they interact with an employee determines how they feel about the company itself. In a psychological sense, the ‘company’ as experienced by the customer is these interactions. Loyalty is lost or strengthened in every interaction between a company and its customers.”
Goleman examines the skills needed to earn customer loyalty (which is included in our Customer Engagement model). The most successful service reps, he writes, are emotionally intelligent enough to assess a customer’s emotions. They empathize and stay emotionally present so as to fine-tune their understanding of the customer’s emotional needs as the interaction continues. Finally, they are able to assertively (not aggressively) make suggestions according to what the customer wants. Instead of telling the customer how she should feel or what she should buy—which often leads to customer resentment—the emotionally intelligent customer service representative finds the best product or service for her needs, and the company sees increased Customer Engagement and sales.
Such service is definitely beneficial in the long run. For instance, customer service agents selected for their emotional intelligence intelligent . To harness the power of emotional intelligence, human resources manager hire customer service agents with emotional intelligence in mind and provide tools for current employees to hone their emotional competency. Doing so will foster authentic, engaging customer interactions that will bring you business for years to come.
It is said for a successful business which is which is customer driven it is a prerequisite for explore your customer emotionally you have to feel the pulse of customer in order to empathize with him/her.Once you are emotionally able to explore customer you will be able to attend to his/her needs and thus tailor your presentation to customer and strike a deal.
Every company watches rational market drivers such as price and product innovation. But today’s customers aren’t deciding how to shop based on these traditional, rational forces alone—they’re also highly influenced by their emotional experiences with a brand.
The business that applies emotional intelligence will find a win-win outcome in which the customer finds the best product or service for their needs, resulting in increased Customer Engagement, sales and satisfaction.
Tuning into and appropriately responding to the customer’s emotional needs is a prerequisite for achieving Customer Engagement. Customer Engagement is important because engaged customers are the ones that stick around for years. They bring in new business with their recommendations. Customer Engagement boosts your organization’s profit margin, share price, and ROI.
All business transactions and services based on the interest and mutual level of satisfaction for this treatment, and these transactions will be successful and effective to clarify the benefit of both parties and actively participate very accessible desired.
Service provider has a role and duties as well as the beneficiary in the event's commitment to each party share of the duties and roles become a successful relationship
Am agreeing with mrs. ghada answer
agree with answer............................. Khalid Ghaffar
I agree with the answers Mr. Khalid Ghaffar
Thank u so much for inviting me. I think above all experts already give u good answers.
perfectly agree with the answer of Ms. GHADA
Yes, Customer's emotional need is very important. In my view, getting the emotional need of the customer addressed in the design stage of product, service or project is more important, because this will not only ensure the satisfaction of the customer but also helps Empathetic Marketing.
