How can CX professionals leverage emotional intelligence to navigate challenging customer interactions and turn potential negative experiences into positive ones?

CX professionals can leverage emotional intelligence by actively listening to customers, empathizing with their emotions, and responding with understanding and patience. By recognizing and managing their own emotions, CX professionals can remain calm and focused during challenging interactions, which can help de-escalate the situation and build trust with the customer. By showing genuine concern and working towards finding a solution that meets the customer's needs, CX professionals can turn potential negative experiences into positive ones, ultimately improving customer satisfaction and loyalty.