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Customer Experience Podcast #9: General Mood
Manage episode 153878785 series 1105567
Quinn Byrne Coaching에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Quinn Byrne Coaching 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
We conclude this series of podcasts on the subject of Emotional Intelligence with a look at the area of General Mood, as it relates to the Customer Experience.
Michael reminds us of the importance of courtesy and congeniality in customer relations, and stresses that failure to observe this is “the one thing we won’t be forgiven for”. He explains why Customer Experience and Employee Engagement go hand in hand. “There was never a greater requirement for people in customer-facing roles to be supported.”
We’ve seen how emotional intelligence can be a powerful tool for managers, but it must be used properly. While it is especially useful for recruitment, there are real benefits to be gained when emotional intelligence is used to foster and develop existing employees. It’s not about “profiling”, Michael says. It’s about behaviour, and using emotional intelligence tools to identify and encourage those behaviours which consistently create great customer experiences.
Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.
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10 에피소드
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