An article entitled "Emotional intelligence on the front line" by McKinsey is so refreshing. The article highlighted the cause of poor customer service by front line employees. The cause is not easily comprehended by businesses because emotional intelligence is not a common human resource issue. Emotional intelligence does not have a place in workplace. Emotions and work do not mix (as claimed by most businesses).Below is an interesting finding from McKinsey.
"Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment. According to Forrester research, only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded."
The finding highlighted new technologies or processes cannot make a customer satisfied or loyal. People plays a critical role in improving service quality or rather, delivering 1st class customer service. Have you ever felt satisfied or happy dealing with a company's latest technology or 'streamlined' policy or processes? I have not. I derive pure joy (and loyalty) when a customer service personnel treat me well and with respect.
Also, can we automatically assume employees know how to handle an angry or unhappy customer? Chances are most businesses think their employees know. If not, businesses will be investing millions in technology, processes AND people! Probably, a formal training in emotional intelligence may do the trick. In turning a casual customer to a loyal customer. Then, you and I will not experience a coin throwing incident.
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