Customer Service emotionally intelligent

It 'important that the customer service representatives to respond adequately to the emotional needs of your customers, as well as getting the correct phases of the process, but it is equally critical representatives maintain their emotional composure.

Obviously, the airlines are not known for great service. With few exceptions, the airline industry is an embarrassing throwback to the comforts and conveniences characteristic of cattle cars, stalls removed to cram more people, workers shuttling back and forth through the gut dust.

We can learn from them for our service, even if the lesson is: do not do this!

Towards the end of an irregular flight from New York to London, a British Air flight attendant noticed an elderly lady who had the seat belt fastened. The ads played off his head, "Please fasten your seatbelts and return your seats to their full and upright position. We will be landing in minutes."

The gentleman was up at the speakers and gently reminded the woman, "Please fasten your seatbelts lady. We landing momentarily".
There seemed to be a language problem or a hearing problem or a problem of age, she fiddled anxiously with the belt, but could not do that reassuring click.

The flight attendant thought it was a compliance issue and said, much stronger and much closer to his face, "Fasten your seatbelts!"

More clumsy, but no progress. The guard grabbed the ends of the belt and smashed together around the woman's womb, while the PA has announced even more urgent "Flight attendants, for the landing to take place immediately."

Despite the feverish mash and collides with the seat belt does not lock into place. The tape may have been blocked, or broken, or twisted, but the flight attendant quickly became red in the face, scratching his belt and pawing the woman mid-section, trying to force the belt into place.

At this point she was protesting and pulling the strap, while the officer was urgent and the announcement had been pushed out loud, "Flight attendants, to take place immediately, there is an imminent threat to the spinal cord is broken in two places if you're still standing in the corridor during the next six seconds. "

The flight attendants are very brave, dedicated to services, professionals, in general. I am happy to give his life for the passengers, assisting the less able get off the plane in an emergency, despite the serious risk to their person. As firefighters, although with drinks and snack crackers in hand, patrolling the corridors, protecting their rights against the danger.

Except this time.

Infuriated by a purple hue, the young man threw a seatbelt, stood up and shouted the old woman: "Well, then, Just Die!" and rushed down the aisle running at three points of attack on her jump seat.

The plane landed with a touch of down and no one has died, despite the best wishes to the contrary. This was, however, not a great day for aviation safety and customer service.

It 's important that we teach our customer service representatives the techniques to manage the emotional component of these interactions. They need to be able to meet the client's emotions and their own. Without techniques to relieve the extreme tension of a situation of "emergency" there may be an unfortunate version of this voltage to the customer .......