Employee Engagement

Category Description

Mar 22, 2023

How HR Leaders Use EQ to Improve CX

by Jake Burgess

Emotional intelligence has gained increasing attention in the field of HR leadership over the past decade, and many companies are actively working to develop emotional intelligence in their leaders and employees. Put simply, most HR professionals need strong emotional intelligence (otherwise known as emotional quotient, or EQ) to perform well. It’s foundational for empathizing with customers and creating positive experiences — especially following a conflict. In leadership, EQ drives positive team and company culture, which in turn improves customer experience, which drives business success. Alongwith customer-facing responsibilities, EQ is also vital internally. Employees who lack emotional intelligence may have difficulty working collaboratively, managing conflicts, or handling difficult situations with their peers. The impact on productivity can be substantial. It’s not an exaggeration to say that neglecting emotional intelligence risks alienating customers, losing top talent, and tarnishing the brand’s image. Let’s take a deeper look at the role of EQ in leadership, with a particular focus on human resources. Why emotional intelligence is vital for customer experience Customer experience is crucial for customer loyalty, retention, and business growth. Delivering that experience means understanding and empathizing with customers, tailoring conversations to meet individual needs, and creating positive interactions. In other words, emotional intelligence. When recruiting a new customer-facing team member, it’s important to assess the candidate’s ability to manage their own emotions and those of others — not just technical skills. When handling sensitive customer relations issues,  these employees can’t be aloof or dispassionate. They need to leverage care and compassion to […]

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