One of the hardest aspects of working in customer service is controlling your emotions. Sometimes you’ll have upset or rude customers, and it can be hard to not get upset or angry back at them. Some people might think the best thing to do in these situations is to shut your emotions off, essentially becoming a robot. But in reality, the best way to handle the situation is to use emotional intelligence. Emotions and emotional intelligence are vital when it comes to customer service because they help you understand how a customer is feeling, which will allow you to help them more. 

Communication is key in customer service, and communication goes hand in hand with emotions. With emotional intelligence, you can recognize how someone is feeling and then adapt the way you’re communicating to fit their emotional state. This is important because when a customer is in a high emotional state, it can be far easier to upset them, and it’s your job to put them at ease. Emotions in customer service can easily be broken down into two categories: positive and negative.

Positive Emotions

We all know what it’s like to call a customer service hotline and be given a robot to speak to. It’s not fun! As I mentioned earlier, there are some people who believe its best to just turn your emotions off, but you’d then become that robot we all loathe. So even when you have a client with positive emotions, it’s important to use your emotional intelligence to adapt appropriately. When you have a client who is happy or grateful, you can have a more casual conversation with them, making it feel less like a chat with a customer service representative and more like a casual acquaintance. Customers appreciate this and are more likely to continue using your service.

Negative Emotions

While emotional intelligence is great for handling positive emotions, it’s true strength lies in handling the negative ones. We’ve all had to deal with an upset or angry client at one point or another. It can be scary and frustrating, and sometimes you may not know how to handle it. With emotional intelligence, it’s possible to show them that you’re understanding and compassionate. By sympathizing with them, they’re more likely to calm down so you can find a solution. Sometimes a customer may even complain about you. They’re likely frustrated, but as long as you’re aware of the way they’re feeling, you can apologize and sympathize with them, and ensure them you’ll work on a solution. 

Emotional Intelligence is key to providing great customer service. It’s a crucial skill that will help you give customers a positive experience and assist them with their issues. If you’re struggling with your customer service position and you feel it’s because you’re lacking in the emotional intelligence department, there are plenty of ways to get better at it. With a little practice, you can be a customer service expert.