Building teams that can effectively manage highly emotional customers
Description
You see the signs in hospitals. You hear automated messages on phone lines. Abuse will not be tolerated. Please treat our staff with respect.
In stressful scenarios, for instance where someone has lost something or someone valuable to them, customer interactions are naturally difficult, often sensitive and without the right training can go awry.
In this insightful episode of EI at Work, former General Manager People & Learning Centre of Expertise at Allianz Australia, Pierre De Villiers, shares the impact of unpredictable natural events on customer service staff and why empathy is essential in roles with high levels of emotional labour.
Interested in Emotional Intelligence?
Learn more about Genos Emotional Intelligence, become a Genos Certified Practitioner or enquire about the Genos Corporate Program.
Have a question?
Leave us a voice message and have it answered on the next EI at Work Q&A episode.
Enjoyed this episode?
Leave a review below and let us know
See omnystudio.com/listener for privacy information.
United States
