What do you do if your emotional intelligence is lacking in customer retention?

Enhancing emotional intelligence is key in customer retention. However, along with boosting self-awareness, actively practicing active listening can significantly improve your interactions with your customers. Focus on not just what your customers are saying, but also on the underlying emotions and concerns they express. This deeper understanding can help you better anticipate their needs and tailor your responses more effectively, fostering stronger, more loyal customer relationships.

As a team leader/ manager or supervisor you must come up with a new game plan. Retention is more important. -How to boost your team. -What to bring to the table to motivate them -Propose / create new approach to stipulate the importance of everyone apport to a vision set up the department for our customers retention/ relation.

It is important to get trained to enhance emotional intelligence. Listen to the calls and approach taken by MVPs in the team to learn from them. Be an active listener and keep practicing. Learn to show empathy, stay calm and focussed. Do a self evaluation week on week on your improvement.

When you put yourself in the customer's place, you know what you are expecting, how you want to be treated, how you want to be addressed to. The tone of voice, the language used or the terms used to communicate is very important. Let the customer know that he came to the right place. The the first contact with you will provide all he needs and resolve his inquiries.

The customer may call angry, upset. It may not be because of your company... Maybe something that happened prior to making the call. Let him (her) vent, say what they want to say. Listen quietly, take notes if you have to. Apologies for whatever had happened. Assure him that that will do all you can in your power to provide and answer to all his questions. Put him at easy and make sure to turn this bad experience into a better one for him.

To make this process even more effective, incorporate reflective listening. Which means that you repeat back to your customer what you understood. This will help you reconfirm that you have correctly understood their message and showcases that you are genuinely engaged in the conversation and empathize with their issue. This technique can transform potentially negative conversations into opportunities for building trust and reinforcing your commitment to solve their problems.

Make it as simple as possible and as transparent as possible. Do not use any internal wording or specific jargons customer do not use or know, additional tell them all things - in the end they will know and if it is important to them, they will be upset that you have not told them. Make your wording as simple as you would talk to child that learns right now how to things first time, but do not treat them as one. But this should be clear ;)

It is good to get feedback from the customers on your work. Check with them if they have the answers and solutions they want. Were you able to deliver what they expected? Ask if there are any room for improvement. This will help in evaluating your development.

Ask the customer if you provided , answered all his questions. If you addressed all inquiries. If you met his expectations. If there's anything else you may assist with. If the answer is no... Ask the customer if it will be ok for him to provide a feedback for the interaction so your manager/ supervisor know that you provided/ helped the service and met the company's expectations.

Always ask for feedback, about what was good and what you could improve (never asked about what was bad/sh*t, not so good etc.). Phrase these questions always in terms, that they have to mention how they would change it - this gives immediately input for product innovation. If their feedback was positive, ask them for a review in google/trustpilot etc, otherwise you will even have with a great product, mostly a high amount of negative reviews (As example look at Google/Trustpilot reviews about Apple/Samsung - are there products/services really that bad? I doubt it, but people tend to share negatives, because they expect high quality.)

Building relationship skills is the key factor in building long-term relationships with your customer. This involves nurturing the ability to form and maintain healthy relationships with your customers through respect, clarity, and understanding. Improving these skills ensures you can create strong connections, manage conflicts effectively, and keep engagements positive, all of which are essential for successful customer retention.