How can companies ensure that candidates have the necessary emotional intelligence to handle difficult customer interactions in a CX role, and what strategies can be implemented to gauge this during the hiring process?

Companies can ensure that candidates have the necessary emotional intelligence for CX roles by incorporating behavioral interview questions that assess their ability to empathize, communicate effectively, and manage stress. Additionally, conducting role-playing exercises during the interview process can help gauge how candidates respond to challenging customer scenarios. Utilizing personality assessments or emotional intelligence tests can also provide valuable insights into a candidate's emotional intelligence and their suitability for customer-facing roles. Overall, a combination of behavioral interviews, role-playing exercises, and assessments can help companies evaluate a candidate's emotional intelligence and their potential to excel in handling difficult customer interactions.