If the representative does not have a high level of EI skills, the discussion may escalate and require the intervention of the CS Supervisor. Or worse, it can cause the company to lose that customer. An upset customer will typically tell 10-15 friends about the poor treatment they received. Being able to empathize with the upset customer allows for faster, more effective problem-solving and better communication. Maintaining customer satisfaction in the face of adversity and conflict builds customer loyalty.
Loyal customers tell their friends.
Higher customer loyalty leads to higher profitability Executives Executives must make decisions daily that may make or break their companies. They must rely on more people than ever to achieve results they, personally, are held accountable for by the board. They must quickly and flexibly lead system-wide organizational change, while inspiring and energizing their followers. This constant, burdensome pressure can create feelings of anxiety, fear, caution, and even guilt and depression. Research has shown that high EI skills are the distinguishing characteristics that separate star performing executives from average ones.