ABSTRACT
Emotional intelligence (EI) is the ability to recognise and suitably respond to individual and other people’s emotions. The business world is widely accepting that EI has a great influence on customer service management. Based on this premise, this chapter focuses on identifying the components of EI and the implications of EI in organisations. It also points out some theories and modules of EI that assisted in getting an in-depth understanding of the concept of EI. The chapter also discusses customer service management in organisations to ascertain the relationship between EI and customer service. The chapter establishes that if organisations invest in employees to develop their EI to understand what it means to manage their emotions and that of their customers, they will drive customer delight. It will lead to return service requests and customer loyalty for the sustained profitability of organisations.
