PowerPoint Presentation

[Audio] Emotional Intelligence in Handling Customer Complaints.

[Audio] Our objectives are, to explain the areas of growth of emotional intelligence in a practical manner. To practice emotional intelligence when handling customer complaints. To know the importance of emotional intelligence and its impact to an organization..

[Audio] Meet Ehmar and Aldrin. They both work for a logistics company under Customer Service specifically handling complaints. Ehmar looks calm, peaceful and collected while Aldrin rarely smiles and is always grumpy..

[Audio] Everyday, both deal with angry, frustrated and disgruntled customers, complaining of missing boxes, damaged items or pilfered boxes. These customers are most of the time unreasonable and wanted to resolve their concerns right away. Both deal with the same type pf customers and the same amount of stress..

[Audio] Despite their line of work, Ehmar would hop on a bus everyday to go home thinking that tomorrow would be another day, an opportunity to help customers resolve their complaints. He sees tomorrow full of positivity and a chance to settle whatever wrongdoing was committed..

[Audio] While Aldrin takes the MRT going home thinking that tomorrow will be another day to engage with angry, mad and frustrated customers which oftentimes gets into his nerves. His outlook towards work made him see life negatively. He would be seen isolating himself from friends and family and most of the time just wants to be alone and does not want to be bothered with..

[Audio] Why do you think Ehmar and Aldrin perceive tomorrow differently?.

[Audio] Ehmar practices self-awareness. He engages in his passions such as going to the gym, having a good time playing tennis or playing the piano..

[Audio] He is also aware that emotions can be contagious, so he hangs around with ambitious and happy people and surrounds himself with people who love him..

[Audio] He motivates himself to take initiatives and actions to pursue goals and complete them. He is also involved in achieving self-mastery, working on himself to improve continuously to achieve his goals in life..

[Audio] He also has the capacity to understand or feel what another is experiencing, realistically perceive how another person is feeling and share those feelings even if he hasn't experienced a similar situation..

[Audio] In handling relationships, Ehmar would see to it that he has proper communication with the people around him, respect them, forgive them if they have done him any wrong. He always make himself available for friends and family and is honest with them. He is also a very understanding person and would often be seen laughing a lot..

[Audio] Self awareness, managing emotions, self motivation, empathy and handling relationships are the areas of growth under building emotional intelligence. With continuous practice of these aspects, Ehmar's will power strengthened overtime and thus was able to go on loving his work even though it is quite a very stressful one. In addition to carrying out his duties, he was able to achieve his goals in life..

[Audio] Employees with high emotional intelligence like Ehmar would go on to build more happy and satisfied customers who may turn into repeat and loyal customers. They can even be brand ambassadors for the company which will sustain its reputation as the leading logistics company in the country..

Thank you.