Agent Development – Emotional Intelligence

Branimir author

Branimir Hrženjak

Content Writer

Emotions run through everything in our life. Because they are the basic cause of our mood and behavior. Our whole day is based on emotions and that is the way people see us. The least we should do is to keep them under control. This is achieved through an understanding of emotional intelligence. The term emotional intelligence in this article will be mentioned in the context of agent development. It is the core of the relationship management and the essence of the customer service proficiency, which is to convert users to happy customers.

Definition of Emotional Intelligence

Defined as the ability to identify and manage your own emotions and the emotions of others. Every agent must develop a set of emotional intelligence skills required to better understand, empathize and negotiate with other people.

Above all, there are five key emotional intelligence skills every good support agent should have. Those are knowledge of the product, self-regulation, motivation, empathy and social skills.

Emotional Intelligence Skills

Picture 1.  Five key emotional intelligence skills


The ability to recognize an emotion as it happens. Recognizing its origin and the way it occurs in the mind. Therefore, when that step of emotion evaluation is achieved next one is to manage that emotion and put it in the desired domain.


We often have a little control over our emotions. As a result, we are not aware of our emotions as they rule our thoughts and actions. They are not letting us find space to think about them. Therefore, once we find that piece of mind and manage to see real causing of our thoughts, we will be able to remove them and eventually turn them into positive ones.


To motivate yourself for any achievement requires clear goals and a positive attitude. Probably, you may have a predisposition to either a positive or a negative attitude. But, you can with effort and practice learn to think more positively. Catching negative thoughts as they occur, you can reframe them in more positive which will help in achieving your goals.

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The ability to recognize how people feel is important to success in your life and career. Therefore, the more skillful you are at discerning the feelings behind others signals, the better you can control the signals you send. Certainly, it is one of the key skills agents must develop in an of finding the emotion.

Social Skills

The development of good interpersonal skills is paramount to success in your life and career. In today’s always-connected world, everyone has immediate access to technical knowledge. Therefore, “people skills” are even more important now. It’s because you must possess a high emotional intelligence to better understand, empathize and negotiate with others in a global economy.

This kind of emotional intelligence is what we need most. It is an agent’s job to talk to people. Even those that are in a bad mood, fix their problems and wishfully turn them into happy customers. Because of that, this part of the job is highly challenging, to say the least.

If an agent is not familiar with the basics of emotional intelligence, he’ll find the tasks ahead very risky. Not capable of identifying key emotional sensibility points, he is a mere carrier of the emotions that his clients bring towards him.

He then carries them during the rest of his workday day and takes them home to his families and friends as a result. If they are positive there is no need to complain, but negative ones can reflect badly on both the individual and the job.

The worst thing is keeping them bottled up, suppressed. Others around will easily pick up on those emotions and try to convert them positive ones. The end result depends on the strength of the emotion, as a certain level of maturity is required.

Emotional Flow

Emotions are a strong part of the human subconsciousness, as they are visible all around us. They manifest through our speech, thought and decisions and spread through us to other people. Considered as vital constructs of the world we live in, above all, they influence everything we do.

Recognizing the flow of emotion, therefore, is crucial to an agent, enabling him to influence customer emotion and contribute to their overall experience.

Politeness and availability are the crucial factors in this equation, as the ability to keep your emotions in check goes a long way towards creating a pleasant experience for both sides and developing your emotional intelligence to the next level.

Observing Emotions

Emotional intelligence is one of six essential characteristics of a great support agent. It ‘s an important part of any agent development. Listening to emotions is a skill. Furthermore, it means that if you don’t have much experience with processing your feelings or understanding them, you have the ability to learn it.

All you need is practice. When starting the conversation, it’s wise to pay close attention to the little things. Observing the way the customers emotions as you start talking is a good first step. Does he greet you in a personal manner, or immediately jumps to problem explanation? Seeing through his words and intentions is the ultimate agent’s weapon, finding their emotional background.

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Agent Development – Emotional Intelligence was last modified: May 21st, 2019 by Branimir Hrženjak
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