You're leading a customer support team. How can you use emotional intelligence to improve their performance?

Aqui est?o algumas maneiras para melhorar sua equipe de suporte ao cliente com inteligência emocional: Motiva??o: Inspire, motive sua equipe principalmente ao reconhecer o trabalho e festejando as suas conquistas. Mostre seu interesse pelo bem-esta de cada colaborador e pelo desenvolvimento profissional de cada um. Resolu??o de problemas: Utilize a inteligência emocional para abordar problemas sem julgamentos. Esteja apto e centrado na resolu??o do problema, n?o em que fez e procure se concentrar na solu??o.

Having self-awareness is pivotal when it comes to responding to challenging customers. By maintaining a composed and assured demeanor while still being approachable, customers are more likely to listen and potentially share additional information. This, in turn, builds trust and fosters satisfaction, resulting in a happy client.

It's important to convey sympathy and that you're listening. When dealing with challenging clients their frustrations are not about you. So don't make it about you. It's best to get to the root of the issue and express that you're there to help solve the issue.

Para cultivar um ambiente de trabalho mais produtivo e satisfatório, comece incentivando a empatia, que envolve entender e valorizar as perspectivas e emo??es dos outros, fortalecendo a coopera??o e a confian?a mútua. Em seguida, pratique a autorregula??o, mantendo a calma e a clareza em situa??es desafiadoras, o que ajuda a manter a equipe focada e motivada. Por último, promova uma comunica??o aberta e honesta, que facilita a resolu??o de conflitos e alinha objetivos, criando um espa?o onde todos se sentem ouvidos e respeitados.

What if I told you the key to unlocking your team's potential has been overlooked? Unlocking your team’s full prowess starts with a step most skip. It's crucial to first understand the landscape. Your team's emotional intelligence is like a hidden thing there that needs your attention!!! So, how do you unlock this one? Surveys and feedback. Truly observing how your team members interact, solve problems, and adapt provides valuable insights. Encourage your team to engage in self-assessment and mutual evaluation. Create an environment where empathy, active listening, and adaptability are not just concepts but actionable behaviors. Recognizing strengths and weaknesses marks the start, not the end.

The first thing you need to do is to know where they stand. You can use various tools and methods to assess your team's emotional intelligence such as observation, feedback, surveys and so on.

What if I told you enhancing team performance starts with you? Imagine if knowing yourself could transform your team. At least this is my journey: Imagine a team where each member deeply understands his or her emotions, thoughts, values and motivations. A team where every action and decision is made with full awareness of its impact on others and common goals. Nice goal, right? I am trying always to get there... Developing this self-awareness is not a solitary act. It is built through committed practices such as mindfulness. Mindfulness teaches us to live in the present moment, accepting it without judgment, opening space for greater mental clarity. I love meditating and been doing it for the last 3 years - Vipassana.

Para desenvolver a autogest?o na sua equipe, comece dando exemplos claros de como você lida com desafios e estresse. Promova a autonomia, permitindo que os membros da equipe tomem decis?es e aprendam com seus erros. Além disso, ofere?a feedback construtivo regularmente e incentive a reflex?o pessoal sobre o desempenho. Isso ajuda cada um a se conhecer melhor e a se ajustar conforme necessário, criando um time mais aut?nomo e resiliente.

Para desenvolver a consciência social da sua equipe, comece promovendo discuss?es abertas sobre diversidade e inclus?o, e incentive a empatia ao compartilhar experiências pessoais. Organize atividades de team building que coloquem todos em situa??es variadas, ajudando-os a entender diferentes perspectivas. Além disso, encoraje a participa??o em causas sociais e projetos comunitários, o que fortalece a conex?o com o mundo ao redor e aumenta a compreens?o das necessidades e desafios dos outros.

Para desenvolver a gest?o de relacionamento da sua equipe, comece incentivando uma comunica??o transparente e regular. Estabele?a canais abertos para feedback e esteja disponível para ouvir preocupa??es e sugest?es. Promova oportunidades para que os membros da equipe trabalhem juntos em projetos, fortalecendo a colabora??o e a confian?a. Além disso, reconhe?a e celebre as conquistas em equipe, o que ajuda a construir um ambiente positivo e refor?a os la?os entre todos.

Connect the support employees with the clients’ outcomes. Bring clients and users in front of the support team so that they understand that the users aren’t just reporting a bug, they’re not accomplishing their goal, they’re not getting home on time tonight because they have to work on the issue. Help them see the bigger picture; it’s not just a ticket, it’s a client outcome. Ex: when I led support for software company serving nonprofits, we helped the analysts understand that the user wasn’t just frustrated they couldn’t get an export out. But by not getting that data export meant not being able to send a fundraising email. Which ultimately then meant not being able to support the homeless or help save rescue dogs. Make it personal.