In a service economy, customer service means everything. Unfortunately, sometimes our perceptions or behaviors don’t seem to align with customer needs. Are you taking emotionally intelligent actions?
Certainly, most organizations believe that they are acting responsible for the customer. At the same time, they are also appropriately conditioned to act financially responsible for their organization.
Here are three of many emotionally intelligent actions you can take for your customers.
- Be perceptive. Emotionally intelligent organizations are working with their social radar to scan the environment for needs. In the restaurant, it is the nearly empty glass of iced tea, the coffee mug running low, or the quiet table selected for two. Apply this type of logic regardless of your business.
- Anticipate needs. Perhaps nothing is more powerful than the ability to anticipate the needs of your customer. While hard to describe this entails a sense of upcoming needs and offering a solution before the customer recognizes the need. Properly executed perhaps nothing will inspire trust or make the moment more memorable than this action.
- Control Emotions. Good days, bad days, and unexpected situations may leave the human side of customer service scrambling to keep things in check. Our emotions will condition outputs. Hopefully good actions much more than not so good, but stress requires more effort to keep our human performance in check.
What emotionally intelligent actions make the top of your list?
Thriving in a service economy will require you to be a step ahead of the competition.
Many organizations spend money, time, and other precious resources on items that don’t always have a memorable impact with customers.
In other cases, they struggle to balance financial responsibility with being truly customer centric. No organization can afford to “give away the store.” However, efforts to conserve resources often impact customer satisfaction.
Be emotionally intelligent, find the right balance.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating a Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.