Fr-OR-S96-1 - Emotional Intelligence In Customer Service Roles

Track:
Management of emotions at work
What:
Oral Presentation
Part of:
When:
15 minutes
Where:
E1.19
Discussion:
0
 
Emotion in the workplace
 
Management of emotions at work
Fr-OR-S96-1
Emotional intelligence in customer service roles  
N. Dost*
 
 
Content: Purpose
The benefits of developing emotional intelligence are well documented (Bar-On & Parker, 2000).  However, many organisations still do not invest in emotional intelligence training for “front line” staff dealing directly with customers on a daily basis.
This research explored the effectiveness of emotional intelligence training at a large UK retailer and its links to customer focus.
                     
Design/Methodology
361 employees took part in emotional intelligence training, to identify, manage and use emotions to improve performance.  Emotional intelligence and Authentic Leadership was measured before and after training.  The following aspects were measured after training: resilience, emotional labour and customer focus. 
 
Results
Emotional intelligence levels were higher after training than before.  Those with higher emotional intelligence reported higher customer focus, authentic leadership, resilience than those with lower emotional intelligence.  They were also more likely to try to feel the positive emotions they displayed to others (deep acting) than to put on a mask (surface acting).
 
Limitations
Measures were self-report. Future suggestions include use of 360 measures. Correlations do not explain why a relationship exists and future studies could use regression analysis to explore this further, for example.
 
Research/Practical Implications
This research suggests emotional intelligence can be trained, improving performance and well-being of customer service staff, in line with organisational aims.  This training might involve exercises to engage deep acting and enhance emotional intelligence, as in this training program.
 
Originality/Value
This study gives evidence for the effectiveness of emotional intelligence training from a real time training intervention.
 
 
Participant
OPP Ltd
Consultant

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