How can you become more emotionally intelligent with customers?
And what happens if you don't?
Being emotionally intelligent is the capacity to be aware of and manage one’s own emotions and the emotions of others. In the business world, EI is essential for sales and customer service professionals who interact with customers on a daily basis.
Managing emotions is not always easy, but it’s a necessary skill for anyone in a customer-facing profession. By understanding and utilizing emotional intelligence, you can build better relationships with your customers, close more sales, and provide better customer service.
We’ve all had to deal with difficult customers. The ones who are angry, upset, or just plain unreasonable. It can be hard to keep your cool in these situations. But if you want to be successful in any customer-facing profession, it’s important to learn how to be emotionally intelligent with your customers.
There are a few things you can do to become more emotionally intelligent during your interactions with Customers:
- Be present in the moment and listen attentively to what they are saying.
- Ask questions clarifying your understanding as needed.
- Maintain eye contact throughout the conversation.
- Speak respectfully without interrupting them.
- Appear interested by showing warmth, concern, and engagement in what they are saying
- Thank them or express appreciation for their business or their time
- Follow up after the interaction as promised
- Respectfully handle objections
- Close without being pushy
- Leave them wanting more interactions with you!
What are the consequences if you are not emotionally intelligent with customers?
Consequences for your organization:
- decreased customer loyalty
- damage to brand reputation
- difficulties retaining employees
Consequences for the sales department:
- missed sales opportunities
- decreased effectiveness in customer negotiations.
- lost business and revenue
Consequences for yourself as a professional:
- lack of career advancement opportunities
- decreased job satisfaction
- strain on personal relationships
How does emotional intelligence interconnect with first and lasting impressions in sales and customer service?
Emotional intelligence is critical to first impressions because it allows you to put your best foot forward when meeting someone new. It also helps to establish and maintain positive customer relationships, which can lead to repeat business and customer referrals. In sales and customer service, having emotional intelligence allows you to effectively understand and respond to the emotions of others, improving communication and problem-solving skills. This can result in a better overall experience for the customer, leading to a lasting positive impression.
First Impressions of a professional with high EQ may include being approachable, empathetic, and confident. These qualities can help to build trust and rapport with customers, setting the foundation for successful interactions.
For your appearance, this means dressing appropriately and maintaining good hygiene while also being able to read social cues and adjust your behavior accordingly.
For your communication, this means being able to actively listen, ask relevant questions, and respond with emotional awareness.
For your environment, this means creating a comfortable and welcoming space for customers.
In our fast-paced, constantly-connected world, it’s easy to forget the importance of acting emotionally intelligent. We get so caught up in getting the sale or delivering the product that we forget that there are real human beings on the other end of every interaction. But the truth is, customers want to work with businesses that understand and care about them as people.
How can you become more emotionally intelligent with customers in a nutshell
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