How can employees leverage emotional intelligence to navigate difficult conversations with customers and turn potential conflicts into opportunities for building stronger relationships?

Employees can leverage emotional intelligence by first recognizing and managing their own emotions during difficult conversations with customers. By actively listening and showing empathy towards the customer's perspective, employees can demonstrate understanding and build trust. Using emotional intelligence to remain calm and composed can help de-escalate conflicts and find mutually beneficial solutions. By focusing on building rapport and understanding the customer's needs, employees can turn potential conflicts into opportunities to strengthen relationships and enhance customer loyalty.