Unlocking The Power Of Social Awareness #accountmanagement #customercentricity #customerservice

26 Mar 2024 · 1 min

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In this brief segment, the speaker discusses the challenge of recognizing a person's "inner voice"—the true feelings, emotions, or thoughts that may be hidden or hard to articulate—in customer management contexts. While not every instance requires intervention, responding to these cues can provide a competitive edge in building relational connections. The speaker promises an approach that demonstrates attentiveness, care, and intentionality toward the other person, rather than self‑comfort. This capability is framed as part of "social awareness," identified as one of four empathetic traits highlighted in research by bestselling author Daniel Goleman.

Chapters

Well, it's a common challenge in human communication, uncovering the inner voice, and especially important in customer management. Now, the inner voice reflects a person's true feelings or emotions or thoughts. Sometimes it's uncomfortable for them to share, or they're intentionally hiding something, or they're not quite clear on how to articulate it. That doesn't mean we have to address every situation where we notice it. But the ability to respond in those moments can give you an edge in relational connection. And the approach that I'm going to share with you will demonstrate your attentiveness, your care and intention for the other person, and not necessarily just for your own comfort. This is where the power of social awareness comes in. This is one of four traits of empathetic people from the research and bestselling author Daniel Goldman.