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 shipments. These customers are most of the time unreasonable and want to resolve their complaints right away. Both Ehmar and Aldrin deal with the same type pf customers and share the same amount of stress..

[Audio] With their line of work, 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..

[Audio] Despite the stress at 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 mistake was committed..

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

[Audio] Aldrin would dwell on sadness everyday. He prefers to be alone and has a hard time moving on from heartaches. He is insensitive to the feelings of others and is very selfish. These traits are the reasons why he would carry such negativity into work..

[Audio] While Ehmar practices the aspects of emotional intelligence, first self-awareness. He engages in his passions such as going to the gym, having a good time playing tennis or playing the piano. He is aware that engaging in his hobbies and passion would help him stabilize his mental health..

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

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

[Audio] Lastly when handling relationship with customers, Ehmar would see to it that he would properly communicate with them, respect what the customer wants, understands their feelings and then be honest with them..

[Audio] Self awareness, managing emotions, self motivation, empathy and handling relationships are the areas of growth when 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 also 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 will turn into loyal customers. They can even be brand ambassadors for the company which will sustain its reputation as the leading logistics organization in the country..

Thank you.