How can businesses measure the impact of incorporating emotional intelligence into their customer service training programs, and what indicators should they look for to determine if employees are effectively connecting with customers on a deeper level and exceeding their expectations?

Businesses can measure the impact of incorporating emotional intelligence into their customer service training programs by tracking key performance indicators such as customer satisfaction scores, retention rates, and repeat business. They should also look for indicators like increased positive customer feedback, reduced complaints, and improved customer loyalty. Additionally, businesses can conduct surveys or gather feedback directly from customers to gauge their emotional connection with employees and assess if expectations are being exceeded. Regular training evaluations and monitoring of employee interactions can also help determine if employees are effectively connecting with customers on a deeper level.