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Excellent Customer Service Requires Emotional Intelligence

CRM Buyer Wednesday, 13 September 2017 ()
Excellent Customer Service Requires Emotional IntelligenceStaff engagement is a key component in a telco's ability to positively impact customers, according to InMoment. The company recently conducted a survey of 11,000 North American customers of Internet, mobile and TV services and found that telecommunications companies' customers just plain hate them. Telcos should emphasize emotional IQ, or EQ, in hiring and training personnel, the study recommends.
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