« Employee Engagement Podcast #2: Intrapersonal | Main | Employee Engagement Podcast #3: Interpersonal »
Customer Experience Podcast #5: Intrapersonal
By QBC Podcasts | June 29, 2007
This podcast discusses the implications of Intrapersonal Emotional Intelligence for creating great Customer Experiences.
- The emotional rollercoaster of sales and customer service presents a constant challenge to the individual to respond appropriately in all cases.
- How do the Intrapersonal qualities of Self-Regard, Emotional Self-Awareness, Assertiveness, Independence and Self-Actualisation contribute to this appropriate response?
- Self Regard. People with higher levels of self-regard have a track record of success, and they attribute that success to themselves. That confidence rubs off on the customer, who gets the feeling that they are in good hands. By contrast, someone with poor self-regard presents both themselves, and the brand they represent, in a poor light.
- Self Awareness. The ability to recognise one’s own emotional state is critical in enabling the indivudual to moderate that state as circumstances demand.
- Assertiveness. Assertiveness isn’t about talking: it’s about communicating. Not everything you have to say is relevant to your customers needs. The assertive individual has the confidence to ask - am I making myself understood?
- Independence. Building a good relationship with a customer can often lead to long-standing personal friendships. Sometimes this can present a challenge if the sales or service person has bad news about a price increase or a late delivery. Emotional Independence is a key element in professional management of customer expectations.
- Self-Actualisation. This is a key resource for Getting Things Done. The individual with good self-actualisation sets realistic goals and achieves them consistently. Often, a key component in their success is patience.
- Join in the discussion! Leave a comment here on the blog, email Michael at qbc.ie, or call the voicemail line +353 87 2602205 to leave an audio comment. (You can send SMS text to that number also!)
Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. (More options)
Topics: podcast, customer experience, emotional intelligence |