Emotional Intelligence to communicate better with clients
Emotional Intelligence to communicate better with clients
Emotional intelligence is the ability to recognise and manage emotions. This means being aware of your own and handling them appropriately, as well as correctly identifying and reacting to the emotions of others.
More than managing your own behaviour and emotions, emotional intelligence is about understanding and empathising with customers. When you understand and actively solve the problem your customer is facing, your chances of connection and subsequently closing that deal will be much higher.
Here are some concrete ways to improve your emotional intelligence to connect with others.
Spend more time listening.
When you are talking to customers, focus less on how you feel. Looking for clues in what they say by observing body language and tone can tell you much about a person. In email messages, pay attention to the vocabulary that they’re using, their punctuation, and even the length of their sentences. Over the phone and in person, you have the added benefit of being about to hear their tone in real-time, but you’ll still need to practice reading between the lines. By having a guage of how a person is, you’ll be able to mirror and perhaps speak to them on the same wavelength, increasing chances of understanding.
2. Express that you have heard them.
People like being heard, noticed and validated. By explicitly let the customer know that you have heard their words, you’ll be able to win a little bit more of their trust. Making people feel understood is key yo and letting them know that you would like to work with them to achieve resolution- and that they can trust you to helping them solve their problem.
3. Set up processes to help control your emotions.
If a customer sends you an angry email and riles you up, make it a point to wait until you respond. Give it half an hour and then respond with your own emotions in check. Sometimes it can help to talk it through with a coworker. Above all, don’t furiously type your own heated response and immediately click send. Give yourself space to calm down first.
4. Swallow your pride.
Make an effort to show humility and admit that your perspective isn’t the only way to view things. Remember, who’s actually right is rarely the most important issue, and avoiding getting into a battle of wills with an upset customer is worth a lot.
5. Tailor your response to each individual customer.
People are fundamentally different. Just because this approached worked with client A, it does not mean it’ll work with client B. Hence, it is important to adjust your delivery of information according to the way the customer is communicating with you. For example, should they be speaking quickly with a tone of tension, let them know what you’re going to do and how long you expect it will take, so they know what to expect. If they take a while to express their concern because they are telling a detailed story leading up to it, you can probably take your time with them, and they may be hoping for some friendly conversation from you.
Assessing a customer’s emotional state at the beginning of your interaction can help you plan a response that is personalised and more than just satisfactory. By better understanding how clients are and what they’re looking for- you can better help them solve their problem.
