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Customer Experience Podcast #6: Interpersonal
By QBC Podcasts | July 13, 2007
It sounds obvious: Interpersonal skills are vital in customer facing roles. Though obvious, it’s all the more reason to make sure this area is not overlooked.
- Taking each of the three elements of Interpersonal Emotional Intelligence: Empathy, Social Responsibility and Interpersonal Relationships, what are the practical scenarios which impact upon the Customer Experience?
- Empathy is most important. Why? Because it’s not about you, or your product or service, or your technology - no matter how passionate you are about it. The sales conversation must be about the customer - and it always begins with recognition of where the customer is currently at.
- No one is an island, and the Customer Experience is almost always a team effort. Social Responsibility is essential for building strong, supportive teams. Do your colleagues have confidence that you won’t let them down? Do you have confidence in them? If so the result is a smooth and seamless experience foir your customers.
- Interpersonal Relationships. How do you rate your success at forming and sustaining interpersonal relationships? This is the goal of Key Account Management. Customer Relationships are Interpersonal Relationships.
- We want to hear your thoughts and experiences. Email Michael AT QBC.ie. Call or text +353 87 2602205.
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Topics: podcast, customer experience, emotional intelligence |