CPD Talk: Real Customer Care with EQ
Managers can easily be distracted by administrative requirements of running a team — and while the emails and processes matter, ultimately service is delivered by PEOPLE. In the end, skill development, EQ appreciation and relationship mastery contribute the most to retaining talents, employee engagement and your profitability. In order to build these capabilities, managers need EQ themselves.
The key to building a real customer care culture (both internally & externally) is directly related to the engagement and emotional intelligence skills of the manager. Great leaders and managers recognize the necessity to understand, relate and communicate with a wide variety of people for a great service experience. The great manager also recognizes that each person is motivated and responsive to different stimuli and has different needs.