“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.
Listen to podcast
🎧 Subscribe on Spotify, Amazon Music or Apple Podcast.
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!
Hot links
- Missed previous one? Listen to ‘protect your customer service team from time theft‘
- Check out my consulting page
- Get your team up-skilled with customized training paths
- To boost your next conference? 4 +1 customized keynote speeches
- Read my book ‘The Power of Digital Conversations‘
- Learn about the 5 key topics of the Customer Culture Academy.
- 🎧 Subscribe to this podcast on Spotify, Amazon Music or Apple Podcast.
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.
👉 To exchange our experiences about this topic let’s start here.
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Image credit: Unsplash.com
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Have great conversations!
