The work of a customer service representative of a wide range of psychology, technical and general skills, and emotional intelligence. These cannot improve by training alone.

Empathy is the word that will come to your mind when you think of forming an excellent consumer support team which is very effective for achieving higher customer satisfaction. How do you make your team more empathetic? It's not easy and a part of the bigger emotional intelligence system.

Daniel Goleman, who is a well-known author on emotional intelligence has a model regarding this. He has adapted the original theory in his model.

In his model, there is a hierarchy among the five dimensions of emotional intelligence. This means that certain qualities and characteristics constitute a fundamental platform for others:

According to Goleman "personal competence" is consist of first three dimensions.

Self-awareness and self-esteem
Self-regulation
Motivation

The other 2 dimensions add up to our “social competence”.

Empathy
Social skills

Personal competence stems from alignment with the mission, values, and corporate sentiment that your work contributes to a larger mission than yours.

Social competence is a strength of customer service. This comes from understanding your client's pain, frustration, and active search for a solution through a strategic language.


Personal competence cannot be trained, but social competence can.

So, you need to focus on only social competence right? Wrong, if you focus on the employee engagement and their satisfaction and reward them for their good deeds, employees personal competence can be improved too. When employees engaged in their organization, they feel that they are serving a bigger cause. This feeling is a huge step toward improving the personal competence of employees. Luckily the millennial employees are compassionate and already self-esteemed. Employers just have to give them the opportunity to work and get recognized.