Today’s best managers know the importance of managing one’s emotions in the workplace. Employees who can manage their emotions will have more positive feelings when interacting with customers. As a result, customers will also have more positive feelings from the encounter with the employee and the company. In response, customers will then have higher levels of customer satisfaction, which could result in more sales for the company. Today’s best managers know that helping employees to manage their emotions and recognize the emotions of customers can be a win-win situation for both employees and customers.
Source: Giardini, A., & Frese, M. 2008. Linking service employees’ emotional competence to customer satisfaction: A multilevel approach. Journal of Organizational Behavior, 29, 155-170.
