17 Ways Emotional Intelligence can be used to Improve Customer Engagement

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17 Tips to Improve Customer Engagement Using
Emotional Intelligence
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Introduction

• Emotional intelligence is the skill to identify
  emotions of your own and react accordingly to the
  customers therefore it is greatly different from
  practical intelligence.
• In all type of businesses and especially in a
  customer to business situation such as the call
  center, it is gradually being accepted that this
  emotional intelligence has a great and deep
  impact in Human Resources.

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Tips to Improve Customer Engagement

• Appreciate Emotionally Intelligent Client
• Always Focus on Customers
• Train Your Employees Regularly
• Use Data from CRM
• Try Bonding with Customers
• Use Technology
• Emphasize on Teamwork
• Find New Ideas
• Increase Customer Engagement

• Respect Customers Emotional Intellect
• Know Emotional Intelligence
• Appoint People Apt for Job
• Dont be Rude
• Be Polite Professional
• Agents Should be Emotionally Aware
• Be Aware of Customers Temperament
• Never Give your Opinion

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Recognize Customers Emotional Intellect

• Always remember that finally customers decide
  the extent of the engagement that they will have.
  
• In simple terms, the higher the customer
  satisfaction is the better the relations would be
  and the better the relations the higher the
  chances of customer are returning to your company
  for further transactions.

Know Emotional Intelligence

• Emotional intelligent has five different parts
  including self-awareness, motivation, empathy,
  social skills and self-regulation.
• Knowing this important step and supplying the
  information to superior software for assessment
  will help your agents establish a bond with the
  customer easily.

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Appoint People Apt for the Job

• It is vital to know that you must select agents
  based on not only their career maps and resumes
  but also based on their temperament.
• Always check whether they are moody or hot
  headed, are they able to treat your clients with
  respect even if the customer is out of line for
  the moment, and whether they are team players or
  not.

Dont be Rude

• Any member of the team who uses improper social
  signs, such as abusive behavior and being rude,
  or behaving scornfully with the customers and
  superiors, must either be trained for act better
  or fired from the company.

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Be Polite Professional

• Positive wording, calm professional conduct, and
  an understanding approach for the unhappy
  customer (if any) is the correct way to solve a
  customers concern.
• Otherwise customers might just walk away from
  your brand.

Be Emotionally Aware of Problem

• Your employees must be emotionally aware of what
  is wrong or right with the customer before making
  a decision immediately.
• Let the customer talk for as long they want to
  before summarizing their problems or issues.

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Be Aware of Customers Temperament

• The awareness of what temper your customer is in
  is the easiest way to speak personally yet
  formally with the customers they are handling.
• They should not be cautious in offering
  apologies and gratitude at any cost and be warm
  and considerate to them even if things are chaos
  on the other side.

Never Give your Opinion to Clients

• Agent should never ever tell the customer what
  they should buy and how they should feel.
• Even the simple phrases like calm down can
  cause the customer to feel trapped in the
  decisions the agents make for them and even more
  restricted when it comes to expressing emotions.

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Appreciate the Customers Who Knows You

• Emotionally intelligent customers will do
  everything he or she can to express their needs
  without the unappreciated help of your agents.
• They come with the knowledge of what to look for
  in your company so leave the decision to them
  unless expressively asked for.

Always Focus on Customers

• The focus should always be on the customer and
  the customer alone.
• Your agents should not have any issues or bias
  against any customer regardless of their gender
  or age or nationality and definitely should not
  judge them based on their purchasing power.
• They should be able to treat all customers
  equally.

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Train Employees Regularly

• Engage your employees into training procedures
  which will help in increasing their emotional
  quotient or intelligence by selecting a proper
  software tool.
• If you are unsure about the pricing of the
  software tools you will need to help you train
  the employees, a proper research of call center
  software pricing should be more than enough to
  help you out.

Use Data From CRM

• You can use data from call center management
  software that give insights in to customer
  behavior to conduct classroom training programs
  to help your employees review and learn about
  different customer scenarios that might arise,
  such as dealing with an angry or confused
  customer.

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Try Bonding with Customers

• Agents should strive to move past the
  purchasing transaction and aim to bond with the
  customer through various information such as,
  online activity and challenges.

Use Technology

• Use live chats, phone calls and emails to help
  the customers who have problems on the purchase
  of your products.
• Have a lot of options open to them so that they
  can feel comfortable in their own way.

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Emphasize on Teamwork

• To discover emotional intelligence, ensure that
  team work is present where each team member help
  each other, weaker member to overcome the
  challenge of handling a customer.
• It will help them work together and solve issues
  faster.

Find New Ideas

• Think about ways your agents can work upon the
  customer to turn loyal to your company.
• One of the ways this can be done is listening
  and incorporating consumer feedback via email
  from individual customers and showing them
  gratitude as soon as they complete the survey.

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Increase Customer Engagement

• Customer engagement boosts profit of your
  company, increases its margin, share price and
  ROI.
• For the engagement of your customers an
  exceptional buying experience is an absolute
  requirement.
• Use call center software solutions
  comparison charts to pick out the best software
  to let you handle this easily.

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