Emotional dependence is the customers psychological commitment to an organisation. It is his reliance on an organisation for support guidance and decision-making, in other words – his tendency to seek help from you when making decisions or carrying out difficult actions. When things do not go as expected for an emotionally dependent individual, he might distance himself and seek out a relationship that provides the support he needs. Factors influencing emotional dependence include, integrity, authenticity, reliability, depth of relationship and empathy. A negative experience can have a detrimental effect on customer loyalty when the customer is in a heightened emotional state.
The three important things on how to create emotional dependence:
- Learn what you customers value on a personal level and go beyond their expectations to demonstrate that you care about them. Know your customers and their goals intimately.
- Show a high degree of emotional intelligence especially the trait of empathy and responsiveness when you sense your customer is getting emotional about an issue. They need to know that you know that they are important and that you will do what it takes to meet their personal needs.
- Put the right person in the right front-line job. People with high developed emotional intelligence and that WANT to be in customer support have the resilience to encounter a range of customers and deliver the solution. These individuals can provide power support and have the right mental processes in place to deal with trying issues. Make the customer feel good about working with your organisation.
Marcus is the leading South African and African Speaker, Teacher, Assessor, and Writer in applied emotional intelligence for leadership, sales, and workplace human development. Marcus is a certified emotional intelligence practitioner with Genos International. Marcus has a platform of ideas, training and human assessments dedicated to the advancement of emotional intelligence in people for people excellence. Marcus speaks to organizations with a wealth of experience in human development and getting ahead in a competitive environment with their greatest assets – their PEOPLE! For more information on workshops, conferences and human assessments kindly call +27 82 685 8896 or email firstname.lastname@example.org