May 13, 2023
Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader.
It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman, has been a crucial component of the leadership conversation for several years.
Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction.
EQ involves the ability to identify and manage our own emotions and the emotions of others, as well as understanding your reactions to situations and how they may affect others. In other words, leaders and customer service representatives who can remain calm and objective in stressful situations are more effective in their roles.
In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies. We will explore the five realms of EQ, starting with knowing your emotions.
Here are some other key moments in the discussion:
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