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* Marcos Paulo Freitas

Today, more than ever, providing a good customer experience It is critical to the survival of an organization.

The customer relationship It is one of the main concerns of companies that want to offer quality services and ensure success in their market.

Understanding the need or desire of consumers, knowing their profile and providing appropriate care and treatment is fundamental to the process of consolidation of a brand and can be considered a competitive differential.

Given this scenario, it is important that we know understand and manage our emotions and our customers' emotions to build healthy relationships intelligently and consciously.

Develop the call #8220; emotional intelligence & #8221; It is a way for us to achieve this goal and succeed as individuals and as professionals.

What is Emotional Intelligence?

According to American psychologist and author Daniel Goleman, Emotional Intelligence It is “the ability to identify our own feelings and those of others, to motivate ourselves and to manage emotions well within ourselves and in our relationships.”

The author also indicates that emotional intelligence is categorized through personal and social skills, listed below:

1. Self Awareness: It concerns the conscious recognition and understanding of our emotions;

2. Control the emotions: It refers to dealing with one's own impulses, adapting them to each situation experienced in everyday life, suspending judgment and thinking before acting.

3. Self Motivation: Ability to direct our emotions in the service of a personal goal or achievement;

4. Empathy: Faculty to recognize and understand emotions in other people, putting themselves in the shoes of others.

5. Interpersonal Relations: Interaction with other individuals using social skills (communication, proactivity and teamwork, for example)

The author himself helps us relate the concept of emotional intelligence in customer interaction. How a customer feels when interacting with an employee determines how he or she feels about the company itself. The perception and opinion about the company is directly influenced by the interactions with its employees.

Dealing with customer emotions:

Dealing with emotions is not a simple task, considering that emotion is intangible and complex. However, we can work at a high level by classifying emotions as positive and negative and strategizing for a better approach.

Positive Emotions (joy, interest and gratitude):

If you are dealing with a customer who shows joy, interest, or gratitude, it is important to take this opportunity to improve the relationship. For this, a good strategy is to have a less formal and friendlier conversation. Show him some of his personality, his life outside the workplace, and let him share his. This type of interaction has a good impact that can make the customer have good memories and recommend their services to contacts.

Negative Emotions (Anger, Irritation and Disappointment):

It is usually not difficult to identify if someone is bothered, angry or disappointed. In dealing with these emotions it is critical to be open minded, patient and empathetic. Pay close attention and allow the customer to share their frustration. The challenge is to understand and identify what causes such emotions and to transparently say what can be done to resolve the situation. Sometimes empathy and focus on problem solving is all the customer needs. Rather than analyzing, finding guilty or justifying, just listening carefully and demonstrating that you will do your best to resolve the situation can help a great deal in cases of high stress.

Final considerations

The relationship with the customer It's not just about providing good service or delivering a product at an affordable price. Every interaction a customer has with the employee, regardless of channel, is an opportunity to build a better relationship and generate a positive perception of the company. Given this, it is understood that working on emotional intelligence individually and on all team members is an efficient method for achieving positive results for the organization.

* Marcos Freitas is a GRC and Information Security Manager at [SAFEWAY]

 

Regarding the [SAFEWAY]

SAFEWAY is an Information Security company, recognized by its customers for offering high value added solutions through Information Security projects that fully meet business needs. During these years of experience, we have proudly accumulated several successful projects that have earned us credibility and prominence in our clients, which constitute in large part the 100 largest companies in Brazil.

Today through more than 17 strategic partnerships with global manufacturers and our SOC, SAFEWAY is considered a one stop shopping with the best technology solutions, processes and people.

Let's make the world a safer place to live and do business!