The importance of emotional intelligence

Though Emotional Intelligence is still a vague concept for many people, partly because the topic has garnered numerous definitions, it has nevertheless been identified over the last couple decades as a contributing factor for project, business and career success. Some researchers have theorized that Emotional Intelligence is a better indicator for career success than traditional IQ.

Emotional Intelligence is in fact a critical part of delivering consistent quality customer service to internal and external customers. While technology has become integral throughout society, and a critical tool for nearly all business endeavors, the fact remains technology is primarily a means to an end. When a client cannot complete important tasks or find necessary information for lack of appropriate or functional technology they become upset by the barrier encountered. I equate information systems to cars in that these critical tools are such relied upon technologies that when they fail to deliver the needed outcome clients quickly become frustrated and expect quality service in a short time period to resolve their issue.

Emotional Intelligence is a key attribute toward developing meaningful constructive relationships with customers, peers and leaders. The ability and willingness to empathize with these groups of people, to genuinely understand and care about their unique priorities, needs and challenges is the foundation of quality customer service and continuous improvement. Hiring and retaining people with this important attribute can be the difference between success and failure for a particular project or an entire organization.