Customer Experience Podcast #8: Adaptability

Quinn Byrne Coaching » customer experience

Emotional Intelligence is defined as the power to respond appropriately, no matter what! When we say “no matter what” we are talking about Adaptibility.

In the Emotional Intelligence model, Adaptability is considered in terms of Reality Testing, Flexibility & Problem Solving.

Reality Testing is a measure of ability to see things as they really are. It’s vital for Customer Experience that we resist the temptation to tell customers what they want to hear. The desire to please is natural, but unless promises have their basis in reality the fairytale can’t have a happy ending.

Keeping an eye on reality means relevance for the customer. So it’s also a reminder to us that we need to find out about the customer’s needs. Don’t baffle your customers with technical detail they don’t care about. Find out what they need, and focus on that.

Flexibility is receptiveness to feedback. Are you listening to what your customers want? Have you asked them?

Problem Solving means problem solving through people. It’s not about whether you can fix it yourself. That’s a measure of IQ. Working with others to solve problems is a function of EQ, Emotional Intelligence. It is the only type of problem solving which can scale up to the challenges of leadership.

Feedback: Michael AT QBC.ie. Call or text [phone].

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