Are you an emotionally intelligent manager?

“It’s the ability to recognize, understand, and manage one’s own emotions, as well as recognizing, understanding, and influencing the emotions of others.” That’s the definition of a person being emotionally intelligent. So why on earth as a customer service manager do you need to strengthen and leverage such a skill? And why emotional is bound up with artificial intelligence? I’m going to voice both answers in this new podcast.

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Highlights

00:03 Intro episode #48
01:43 What is Emotional Intelligence (EI)
02:27 Why you need EI as a customer service manager
03:55 1° situation: complex and/or fragmented scenarios
05:11 Main challenges that Giovanni is facing
09:11 My experience: after a merger between two insurance companies
10:35 2° situation: integrating AI into processes and workflows
14:01 Get in touch: paolo@customerserviceculture.com
14:45 💡 My keynote speech: We’re ‘only’ humans: EI meets AI
15:35 Embrace dealing with people resistance towards change
16:33 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
16:49 Check out all services on CustomerServiceCulture.com
17:29 Closing remarks – have great conversations!

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Over to you

If you’re a customer service manager you need to bring in AI as innovative factor and at the same time deal with different stakeholders (top management, your team, other departments). Easier said than done, uh? That’s why being emotionally intelligent is the super skill you need to strengthen day by day in every conversation you have – in person or digital they be.