How can businesses utilize emotional intelligence to effectively navigate and resolve customer complaints or issues, and what impact does this have on customer retention and loyalty in the long term?

Businesses can utilize emotional intelligence to effectively navigate and resolve customer complaints by understanding and empathizing with the customer's emotions, actively listening to their concerns, and responding with genuine care and concern. This approach helps to build trust and rapport with customers, leading to increased customer satisfaction and loyalty in the long term. By addressing customer complaints in a sensitive and empathetic manner, businesses can create positive experiences that enhance customer retention and strengthen relationships with customers over time.