How can customer service representatives leverage emotional intelligence to proactively prevent conflicts and enhance overall customer satisfaction in the CX industry?

Customer service representatives can leverage emotional intelligence by actively listening to customers, empathizing with their concerns, and responding with patience and understanding. By recognizing and managing their own emotions, representatives can remain calm and composed in difficult situations, diffusing potential conflicts before they escalate. Additionally, using emotional intelligence to build rapport and connect with customers on a personal level can enhance overall satisfaction and loyalty, ultimately leading to a positive customer experience in the CX industry.