• News
  • Columns
  • Interviews
  • BW Communities
  • Events
  • BW TV
  • Subscribe to Print
BW Businessworld

Why & How Your EQ Is More Important Than IQ In Customer Service?

A customer service with high IQ can deliver satisfaction but not happiness and a high NPS (Net promoter score

Photo Credit : Umesh Goswami


IQ stands for intelligence quotient and it literally represents how academically intelligent a person is but EQ stands for emotional intelligence, and it relates to a person's ability to understand, control, value and express emotions.IQ and EQ both are essential in order to measure a person's performance; but there is no doubt to the fact that IQ covers only 10 to 25-percent of the equation, which means EQ is much more responsible (around 75 percent or more) for a person's ability to succeed.

A GPS is a great tool to navigate unknown terrain but how comfortable do we feel when we stop by a small bistro and talk to the shop owner for direction about nearby location and other whereabouts. The awareness provided by a local person, the smell of coffee and the smile on the weary face of the shop owner far outweighs the IQ of the GPS.

EQ leads to better performance in the workplace, helps in making better decisions, builds self-confidence and ultimately benefits the organisation. An era in which customer service is becoming more mechanised and machine driven with AI driven bots and self-service IVRs, EQ becomes even more important in giving a human touch to an issue related to customer.
In customer service, high EQ leads to high level of customer satisfaction, hence converting potential customers into loyal customers of the company. Higher EQ in customer service not only increases the level of satisfaction amongst customers but also increases the sales and productivity of the organization.

An escalated customer is just not a technical or service issue but much more than that; it's a human being in pain and should be treated with empathy so that the resolution of his issue goes beyond just a technical resolution and helps him cope with the mental harassment if suffered and at the same time helps him build an everlasting connect and faith in the brand in spite of an issue.
IQ always have been a centre piece of quick first call resolution for customer issues but that does not actually guarantee  customer satisfaction. It does resolve the existing technical issue but does not exactly deliver the satisfaction and happiness and the human connect to the suffering customer who is important for an everlasting belief in the service and the brand.
EQ is now world over considered asa key trait for leadership and to be a better professional than a person just with high IQ. A high EQ guarantees ability to perceive, control, evaluate and emote in a manner which can diffuse a complex business situation and create a healthier working environment important for the success of the business. We, at C-Zentrix have always believed that any given business solution needs more than an intelligent resolution it needs an acumen to perceive the environment correctly and react in an emotional way which is not only pleasant but smart enough to get all others on board around your business idea and at the same time make them feel inclusive and appreciated in the decision making process.
A customer service with high IQ can deliver satisfaction but not happiness and a high NPS (Net promoter score). A high EQ driven customer service will deliver not only satisfaction but a high NPS and a brand ambassador for the brand, lifelong.

There is no doubt to the fact that IQ is an essential factor in today's world but we should also not forget that we are humans not robots, we do have emotions and we should never miss a chance to show them.

Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house. Unless otherwise noted, the author is writing in his/her personal capacity. They are not intended and should not be thought to represent official ideas, attitudes, or policies of any agency or institution.

Tags assigned to this article:
customer customer services opinion

Saket Setu

The author is Co- Founder and CEO, C- Zentrix

More From The Author >>