Introduction

Sheri Caldwell and Linda Gravett

Chapter Chapter One in Using Your Emotional Intelligence to Develop Others, 2009, pp 1-14 from Palgrave Macmillan

Abstract: Abstract Last night, Melanie Jones had another late night at the Call Center. Early in the evening, she overhead one of her direct reports (a Customer Service Rep) shouting at one of the company’s best customers, Nuts Galore. The rep was not even coming close to being cooperative and could not understand the customer’s needs, let alone solve the customer’s problem. After overhearing the conversation, Melanie recalled a recent class she had taken on the subject of Emotional Intelligence (EI). She had spent the past several weeks trying to understand why her department was not improving, and Melanie wondered if her staff really had the EI to understand how to listen to and understand their customers’ concerns.

Date: 2009
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-10131-9_1

Ordering information: This item can be ordered from
http://www.palgrave.com/9780230101319

DOI: 10.1007/978-0-230-10131-9_1

Access Statistics for this chapter

More chapters in Palgrave Macmillan Books from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().