|The word is that "employees should make use of emotional intelligence, or EQ, during 'moments of truth' — those few interactions when the customer feels strongly about the outcome. At banks, for example, they involve activities such as receiving financial advice and negotiating mortgages as opposed to more mundane matters, like buying traveler’s checks".
Well, I'm glad to hear it (from The McKinsey Quarterly Chart Focus Newsletter), and to hear that it works out in the eternal measurable - the dollar. Personally I like chatting with the teller, too!
Labels: Communication, Emotional Intelligence