Page 56 - insight compiled

THE ROLE OF

EMOTIONAL INTELLIGENCE

IN CUSTOMER SERVICE

By Misbah Sattar (Assistant Manager, Territory Sales Direct)

“I have been facing this issue since last week, can you please the philosophy of customer care; I suddenly realized why companies
check what the matter is?” an elderly man said to me from the invested so heavily in customer care trainings for their employees.
other side of the counter. He was above 60 and holding a BB That elderly man was right, only our empathy, reassuring words, positive
Modem in his hand. “Sure Sir! Please tell me your PSTN Number, attitude, and body language could help release the anxiety of another
and contact number so I can lodge your complaint in the system.” person. Caring for one’s customers is not being able to follow a set
“But I want to meet the concerned authority, so I can tell them my of written instructions; it is more than a job. It is committing oneself to
problem directly”, he insisted. “Sir, understanding the human psyche and using
things have now changed.. PTCL that knowledge to guide action, such as; being
has introduced diverse channels THAT ELDERLY MAN WAS RIGHT, mindful of how to deal with anxious/angry
through which the customers can ONLY OUR EMPATHY, REASSURING people, how to actively listen and respond to
register their complaints; you need them in an adequate manner, how to make
not approach anyone in a position WORDS, POSITIVE ATTITUDE them feel, and reassure them, etc.
of authority directly.” After giving him AND BODY LANGUAGE COULD
what I thought would be a reassuring Knowing this comes especially handy during
response, I went on to acquaint HELP RELEASE THE ANXIETY OF difficult circumstances. It allows one to tactfully
him with all the information related ANOTHER PERSON. navigate out of emotionally charged situations
to helplines, as well as the online by being sensitive, and through the right
complaint registration options. “These selection of words that could help in pacifying
channels cannot satisfy me psychologically.” Taken aback by his the situation, rather than aggravating it.
reaction, I stayed quiet as his meltdown continued, “The only way
you can release my tension is by being empathetic enough to attend It is noteworthy that one cannot be a good customer care agent until
to me by using a reassuring tone. Shaking his head, he went on to one develops this sense as a part of their work ethic. After passing
say, “Insan insano se mutmaien hotay hain, machino sey nahin…..” more than 36 courses of Business Administration, I have finally learned
Without meeting his gaze, I silently continued to book his the philosophy of customer care from a single line, “people acquire
complaint in the system. satisfaction through people and not via machines.”
“I don’t know why people don’t
understand this,” he mumbled
to himself. However, it was at
that moment I understood

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