Tag Archives: Emotion

Use Your Emotional Intelligence to Connect to Your Customers

Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations. There are four ways to navigate through your customer’s emotions: Perceiving emotion. You can’t physically see your customer so you […]

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Diffuse the Difficulty | Working with a Difficult Customer

At some point, you are going to come across a difficult customer or even co-worker. Those situations are often uncomfortable. What do you do if you have an irate customer on the line or a co-worker screaming about something you did or did not do? First, make sure you RESPOND to the situation instead of […]

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