Role of contact employee emotional intelligence in critical service encounters
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Role of contact employee emotional intelligence in critical service encounters
Interactions between a customer and a contact employee that are emotionally charged for the customers
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Rescooped by Cecile DELCOURT from Emotional & Social Intelligence
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Social Intelligence and Leadership

An interview with Daniel Goleman, Psychologist. See how you can use emotional and social intelligence to improve your own and your organization's performance.

Via Kate Crisp
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L'importance d'avoir des employés motivés pour avoir des clients ... - Journal du Management

L'importance d'avoir des employés motivés pour avoir des clients ... - Journal du Management | Role of contact employee emotional intelligence in critical service encounters | Scoop.it
Journal du ManagementL'importance d'avoir des employés motivés pour avoir des clients ...Journal du ManagementLe lien entre la satisfaction des employés et celle des clients est indiscutable.
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Eight Ways to Communicate Your Strategy More Effectively - Harvard Business Review

Eight Ways to Communicate Your Strategy More Effectively - Harvard Business Review


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Social Customer Service: Don't Compete Against Machines [compete with machines] - Forbes

Social Customer Service: Don't Compete Against Machines [compete with machines] - Forbes | Role of contact employee emotional intelligence in critical service encounters | Scoop.it
Social Customer Service: Don't Compete Against MachinesForbesA striking example is the emerging field of social customer service, which is using social business technology to transform customer care.
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Understanding Customer Experience – Adam Richardson – Harvard Business Review

Understanding Customer Experience – Adam Richardson – Harvard Business Review | Role of contact employee emotional intelligence in critical service encounters | Scoop.it
Via Scoop.it - Serve4impact: designing design driven operations Business bloggers at Harvard Business Review discuss a variety of business topics including managing people, innovation, leadership, ...
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