The growing base of research shows a powerful and well-defined link between the emotional intelligence of your customer service people and retention of your customers. One thing to remember is that your customers buy emotionally and defend it logically. Your customers are emotional beings who want to be successful and they either have an emotional dependence upon you or not. In other words, it is their psychological commitment to your organisation and that is true loyalty. Whatever kind of organization you run; a primary measure of success will be the way your customers perceive you. Your organisation is perceived either as ‘supplier’ or as a ‘contributor to their success’. Let me put it this way, you are making measurable contributions to their top, middle and bottom lines or not. It is easy to cancel a ‘supplier’ but not that easy to say good bye to an organisation who makes a distinct positive contribution.
If you have people with low developed emotional intelligence who are at the forefront of customer service, you are ensuring that you help your customers create a distance between them and your organisation and they will seek out a relationship that will give them that emotional connection and dependence they so need and desire.
Your organization’s ability retain customers requires far more than customer satisfaction because a satisfied customer is not always a loyal customer. Emotional intelligence is at the core of relationships, and a sales maxim is that “relationships are everything.” Just how much do relationship factors affect sales and the customer’s perception of your organization? And what internal skills do your people need to create customer delight?
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!