Emotional intelligence training in managing employee customer orientation

in the context of intense competition in the sales sector, employee customer orientation is a critical factor for a company’s success. Emotional intelligence (EI) is recognized as a vital tool for enhancing service quality by fostering loyalty, communication skills, and the value-meaning sphere of personnel. The study, conducted with a sample of 40 employees from the rental department of the real estate company “KVARTIRANT Plus” (Vladivostok), (25 women and 15 men), investigated the impact of EI training on components of customer orientation. Based on an original definition of customer orientation, a diagnostic model was proposed, encompassing loyalty, communicative competence, and the value-meaning sphere. Correlation analysis confirmed the relationship between EI and these components. A formative experiment involving a EI-training program demonstrated significant improvements in the experimental group compared to the control group. The training proved effective in managing customer orientation, highlighting its practical value for the service industry.

customer orientation, emotional intelligence, loyalty, communicative competence, value-meaning sphere, training, service quality, personnel management