This document provides 17 tips for improving customer engagement using emotional intelligence. Some of the key tips include training employees to develop emotional awareness and social skills so they can understand customers' feelings and needs, appointing agents who are suited for customer service work based on their temperament, and focusing on building bonds with customers through various engagement channels and by incorporating their feedback. Regular training using customer data from CRM systems can help agents learn to handle different customer scenarios appropriately.

1. 17 Tips to Improve Customer
Engagement Using Emotional
Intelligence

2. Introduction
• Emotional intelligence is the skill to identify emotions of
your own and react accordingly to the customers therefore it is greatly
different from practical intelligence.
• In all type of businesses and especially in a customer to business
situation such as the call center, it is gradually being accepted that
this emotional intelligence has a great and deep impact in Human
Resources.

3. Tips to Improve Customer Engagement
 Respect Customer’s Emotional
Intellect
 Know Emotional Intelligence
 Appoint People Apt for Job
 Don’t be Rude
 Be Polite & Professional
 Agents Should be Emotionally
Aware
 Be Aware of Customer’s
Temperament
 Never Give your Opinion
 Appreciate Emotionally
Intelligent Client
 Always Focus on Customers
 Train Your Employees
Regularly
 Use Data from CRM
 Try Bonding with Customers
 Use Technology
 Emphasize on Teamwork
 Find New Ideas
 Increase Customer
Engagement

4. Recognize Customer’s Emotional Intellect
• Always remember that finally customers decide the extent of
the engagement that they will have.
• In simple terms, the higher the customer satisfaction is the better
the relations would be and the better the relations the higher the
chances of customer are returning to your company for further
transactions.
Know Emotional Intelligence
• Emotional intelligent has five different parts including self-
awareness, motivation, empathy, social skills and self-regulation.
• Knowing this important step and supplying the information to
superior software for assessment will help your agents establish a bond
with the customer easily.

5. Appoint People Apt for the Job
• It is vital to know that you must select agents based on not only
their career maps and resumes but also based on their temperament.
• Always check whether they are moody or hot headed, are they able
to treat your clients with respect even if the customer is out of line for
the moment, and whether they are team players or not.
Don’t be Rude
• Any member of the team who uses improper social signs, such as
abusive behavior and being rude, or behaving scornfully with the
customers and superiors, must either be trained for act better or fired
from the company.

6. Be Polite & Professional
• Positive wording, calm professional conduct, and
an understanding approach for the unhappy customer (if any) is
the correct way to solve a customer’s concern.
• Otherwise customers might just walk away from your brand.
Be Emotionally Aware of Problem
• Your employees must be emotionally aware of what is wrong or right
with the customer before making a decision immediately.
• Let the customer talk for as long they want to before summarizing
their problems or issues.

7. Be Aware of Customer’s Temperament
• The awareness of what temper your customer is in is the easiest way
to speak personally yet formally with the customers they are
handling.
• They should not be cautious in offering apologies and gratitude at
any cost and be warm and considerate to them even if things are
chaos on the other side.
Never Give your Opinion to Clients
• Agent should never ever tell the customer what they should buy and
how they should feel.
• Even the simple phrases like ‘calm down’ can cause the customer to
feel trapped in the decisions the agents make for them and even more
restricted when it comes to expressing emotions.

8. Appreciate the Customers Who Knows You
• Emotionally intelligent customers will do everything he or she can
to express their needs without the unappreciated help of your agents.
• They come with the knowledge of what to look for in
your company so leave the decision to them unless expressively
asked for.
Always Focus on Customers
• The focus should always be on the customer and the customer alone.
• Your agents should not have any issues or bias against any customer
regardless of their gender or age or nationality and definitely should
not judge them based on their purchasing power.
• They should be able to treat all customers equally.

9. Train Employees Regularly
• Engage your employees into training procedures which will help in
increasing their emotional quotient or intelligence by selecting a
proper software tool.
• If you are unsure about the pricing of the software tools you will need
to help you train the employees, a proper research of call center
software pricing should be more than enough to help you out.
Use Data From CRM
• You can use data from call center management software that give
insights in to customer behavior to conduct classroom training programs
to help your employees review and learn about different customer
scenarios that might arise, such as dealing with an angry or confused
customer.

10. Try Bonding with Customers
• Agents should strive to move past the purchasing transaction and
aim to bond with the customer through various information such as,
online activity and challenges.
Use Technology
• Use live chats, phone calls and emails to help the customers who have
problems on the purchase of your products.
• Have a lot of options open to them so that they can feel
comfortable in their own way.

11. Emphasize on Teamwork
• To discover emotional intelligence, ensure that team work is present
where each team member help each other, weaker member to
overcome the challenge of handling a customer.
• It will help them work together and solve issues faster.
Find New Ideas
• Think about ways your agents can work upon the customer
to turn loyal to your company.
• One of the ways this can be done is listening and incorporating
consumer feedback via email from individual customers and showing
them gratitude as soon as they complete the survey.

12. Increase Customer Engagement
• Customer engagement boosts profit of your company, increases its
margin, share price and ROI.
• For the engagement of your customers an exceptional buying
experience is an absolute requirement.
• Use call center software solutions comparison charts to pick out
the best software to let you handle this easily.

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14. Thank You