{"id":42352,"date":"2025-11-05T08:19:30","date_gmt":"2025-11-05T07:19:30","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=42352"},"modified":"2025-11-05T08:20:04","modified_gmt":"2025-11-05T07:20:04","slug":"are-you-an-emotionally-intelligent-manager","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-an-emotionally-intelligent-manager\/","title":{"rendered":"Are you an emotionally intelligent manager?"},"content":{"rendered":"<p>&#8220;<em>It&#8217;s the ability to recognize, understand, and manage one&#8217;s own emotions, as well as recognizing, understanding, and influencing the emotions of others<\/em>.&#8221; That&#8217;s the definition of a person being emotionally intelligent. So why on earth as a customer service manager do you need to <strong>strengthen and leverage<\/strong> such a skill? And why emotional is bound up with artificial intelligence? I&#8217;m going to voice both answers in this new podcast.<\/p>\n<p><!--more--><\/p>\n<h2><strong>Listen to podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=68399425&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>\ud83c\udfa7 Subscribe on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Intro episode #48<\/li>\n<li>01:43 What is Emotional Intelligence (EI)<\/li>\n<li>02:27 Why you need EI as a customer service manager<\/li>\n<li>03:55 1\u00b0 situation: complex and\/or fragmented scenarios\u00a0<\/li>\n<li>05:11 Main challenges that Giovanni is facing<\/li>\n<li>09:11 My experience: after a merger between two insurance companies<\/li>\n<li>10:35 2\u00b0 situation: integrating AI into processes and workflows<\/li>\n<li>14:01\u00a0 Get in touch: <em style=\"color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif;\">paolo@customerserviceculture.com<\/em><\/li>\n<li>14:45 \ud83d\udca1 My keynote speech: <em>We&#8217;re &#8216;only&#8217; humans: EI meets AI<\/em><\/li>\n<li>15:35 Embrace dealing with people resistance towards change<\/li>\n<li>16:33 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music<\/li>\n<li>16:49 Check out all services on CustomerServiceCulture.com<\/li>\n<li>17:29 Closing remarks &#8211; have great conversations!<\/li>\n<\/ul>\n<h2><strong>Hot links\u00a0<\/strong><\/h2>\n<ol>\n<li>Missed previous one? Listen to &#8216;<a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/protect-your-customer-service-team-from-time-theft\/\">protect your customer service team from time theft<\/a>&#8216;<\/li>\n<li>Check out my <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting page<\/a><\/li>\n<li>Get your team up-skilled with customized <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a><\/li>\n<li>To boost your next conference? <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">4 +1 customized keynote speeches<\/a><\/li>\n<li>Read my book &#8216;<a href=\"https:\/\/amzn.to\/3MX8VAq\">The Power of Digital Conversations<\/a>&#8216;\u00a0<\/li>\n<li>Learn about the 5 key topics of the <a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>.<\/li>\n<li>\ud83c\udfa7 Subscribe to this podcast on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/li>\n<\/ol>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>If you&#8217;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&#8217;s why being<strong> emotionally intelligent<\/strong> is the super <strong>skill<\/strong> you need to strengthen day by day in every conversation you have &#8211; in person or digital they be.\u00a0<\/p>\n<blockquote>\n<p>\ud83d\udc49 To exchange our experiences about this topic <a href=\"https:\/\/customerserviceculture.com\/en\/contact-paolo\/\">let&#8217;s start here.<\/a><\/p>\n<\/blockquote>\n<p>.<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n<p>.<\/p>\n<p><a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">Subscribe to the newsletter<\/a>.<\/p>\n\n\n<p>Have great conversations!<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;It&#8217;s the ability to recognize, understand, and manage one&#8217;s own emotions, as well as recognizing, understanding, and influencing the emotions of others.&#8221; That&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":42359,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[824,898,763],"class_list":["post-42352","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customer-service-manager-2","tag-emotional-intelligence","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Are you an emotionally intelligent manager? - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"As a manager, being emotionally intelligent is the skill you need to master in every conversation you have, in person or digital they be.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-an-emotionally-intelligent-manager\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Are you an emotionally intelligent manager? 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