What do you do if emotional intelligence is lacking in your customer service management team?

1 Assess your current EI level

The first step is to assess your current EI level and identify your strengths and weaknesses. You can use online tools, such as the Emotional Intelligence Appraisal, or ask for feedback from your peers, customers, or mentors. Be honest and open to criticism, and focus on the areas that need improvement. For example, you may be good at self-awareness, but need to work on your social skills.

2 Learn from the best

The second step is to learn from the best examples of EI in customer service management. You can observe how other managers handle difficult situations, communicate effectively, and inspire their teams. You can also read books, articles, or blogs that share insights and advice on EI, such as Emotional Intelligence 2.0 by Travis Bradberry and Jean Greaves, or The Emotionally Intelligent Manager by David Caruso and Peter Salovey. You can also watch videos, podcasts, or webinars that feature experts or successful leaders in customer service management.

3 Practice your EI skills

The third step is to practice your EI skills in your daily work. You can start by setting small and realistic goals, such as listening more actively, expressing more appreciation, or resolving conflicts more constructively. You can also seek feedback from your team and customers, and monitor your progress and results. You can also use techniques, such as mindfulness, meditation, or breathing exercises, to manage your emotions and stress levels.

4 Train your team on EI

The fourth step is to train your team on EI and create a culture of emotional awareness and support. You can organize workshops, seminars, or coaching sessions that teach your team the basics of EI, such as self-awareness, self-regulation, motivation, empathy, and social skills. You can also use games, activities, or role-plays that simulate real-life scenarios and challenge your team to apply their EI skills. You can also encourage your team to share their feelings, opinions, and experiences, and provide them with constructive feedback and recognition.

5 Evaluate and improve your EI

The fifth step is to evaluate and improve your EI on a regular basis. You can use surveys, questionnaires, or interviews to measure the impact of your EI on your customer satisfaction, retention, loyalty, and referrals. You can also use performance reviews, appraisals, or awards to measure the impact of your EI on your team's engagement, productivity, morale, and turnover. You can also use self-reflection, journals, or mentors to assess your own growth and development as a customer service manager.

6 Seek professional help if needed

The sixth step is to seek professional help if needed. If you or your team members face serious emotional or mental health issues, such as depression, anxiety, burnout, or trauma, you may need to consult a therapist, counselor, or coach who can help you cope and recover. You may also need to refer your customers to other resources or agencies if they have complex or sensitive problems that require expert intervention. Do not hesitate to ask for help when you need it, as it shows your strength and commitment to your well-being and your customers' well-being.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?