Excellent Customer Service Requires Emotional Intelligence

Excellent Customer Service Requires Emotional Intelligence

By Richard Adhikari

Aug 4, 2017 1:36 PM PT

Staff engagement is a key component in a telco’s ability to positively impact customers, based on new data from
InMoment.

The company recently conducted a survey of 11,000 North American customers of Internet, mobile and TV services and found that telecommunications companies’ customers just plain hate them.

Telcos are turning to self-service, automation and artificial intelligence applications like chatbots, but these tools are appropriate only in some scenarios, InMoment suggested.

In many parts of the telco customer journey, positive human interactions are essential and contribute to a good user experience, the company maintained.

Telcos should emphasize emotional IQ, or EQ, in hiring and training personnel with high emotional intelligence for all client-facing roles, the study recommends.

This holds true especially for physical locations where elevated support issues likely will be handled.

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