{"id":494,"date":"2021-05-04T10:09:39","date_gmt":"2021-05-04T10:09:39","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/blog-and-resources\/blog\/lintelligence-emotionnelle-au-service-de-lexperience-client\/"},"modified":"2021-05-04T10:09:39","modified_gmt":"2021-05-04T10:09:39","slug":"lintelligence-emotionnelle-au-service-de-lexperience-client","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/lintelligence-emotionnelle-au-service-de-lexperience-client\/","title":{"rendered":"L\u2019intelligence \u00e9motionnelle au service de l\u2019exp\u00e9rience client"},"content":{"rendered":"\n\n    <section\n        class=\"  section article-body post-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p><b>En mati\u00e8re de relation client, les entreprises sont-elles en capacit\u00e9 d\u2019appr\u00e9hender les \u00e9motions de leurs clients et d\u2019am\u00e9liorer l\u2019exp\u00e9rience en faisant preuve \u00e0 la fois d\u2019intelligence \u00e9motionnelle et d\u2019empathie ? C\u2019est la question qui a \u00e9t\u00e9 pos\u00e9e \u00e0 Dounia El Guasmi, directrice d\u00e9veloppement et transformation RH de la CNAV et Thierry Pacaud, coach et fondateur de Team4Development, dans <\/b><a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/podcast\/s1-ep2-comment-gerer-et-apprehender-les-emotions\/\" target=\"_blank\" rel=\"noopener\"><b>le deuxi\u00e8me \u00e9pisode de CX voices<\/b><\/a><b>, le podcast d\u2019Odigo.&nbsp;<\/b><\/p>\n\n\n\n<p>Quand on parle d\u2019<a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/les-grandes-tendances-de-lexperience-client-a-suivre-en-2023\/\" target=\"_blank\" rel=\"noreferrer noopener\">exp\u00e9rience client<\/a>, les \u00e9motions se manifestent en permanence. Dans son \u00e9dition 2020, le dernier <a href=\"https:\/\/www.bva-group.com\/news\/observatoire-des-services-clients-2020\/#:~:text=Cette%20ann%C3%A9e%20encore%2C%20BVA%20%C3%A9tait,19%20novembre%20dernier%20en%20ligne.\" target=\"_blank\" rel=\"noopener\">Observatoire des Services Clients de BVA<\/a> s\u2019est d\u2019ailleurs int\u00e9ress\u00e9 au ressenti des clients. Interrog\u00e9s sur les sentiments qu\u2019ils ont \u00e9prouv\u00e9s lors de leurs derni\u00e8res interactions avec un service client, <b>26 % ont \u00e9t\u00e9 agr\u00e9ablement surpris, 26 % se sont sentis sereins et seulement 10,5 % se sont dits ravis. \u00c0 l\u2019inverse, 27 % ont exprim\u00e9 de l\u2019agacement et 22 % ont \u00e9t\u00e9 d\u00e9\u00e7us<\/b>.&nbsp;<\/p>\n\n\n\n<p>Dans le cadre de la relation client, comment faire pour accueillir au mieux ces \u00e9motions et les g\u00e9rer avec empathie ? <i>\u00ab On ne peut pas traiter les \u00e9motions d\u2019un client, si nous ne sommes pas conscients de nos \u00e9motions personnelles. Le passage consiste d\u2019abord \u00e0 observer ce qui se passe en soi, sans m\u00eame chercher \u00e0 d\u00e9coder la raison, pour ensuite r\u00e9pondre \u00e0 l\u2019\u00e9motion de l\u2019autre. Par ailleurs, l\u2019objectif n\u2019est pas de g\u00e9rer ces \u00e9motions, mais de savoir faire avec \u00bb<\/i>, souligne Thierry Pacaud, coach et fondateur de Team4Development.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-l-intelligence-emotionnelle-la-cle-d-une-experience-client-reussie\"><b>L\u2019intelligence \u00e9motionnelle, la cl\u00e9 d\u2019une exp\u00e9rience client r\u00e9ussie ?<\/b><\/h2>\n\n\n\n<p>Dans son <a href=\"http:\/\/www3.weforum.org\/docs\/WEF_Future_of_Jobs_2018.pdf\" target=\"_blank\" rel=\"noopener\">rapport 2018 sur l\u2019avenir du travail<\/a>, le Forum \u00c9conomique Mondial identifie <b>les 10 comp\u00e9tences cl\u00e9s qui feront la diff\u00e9rence \u00e0 l\u2019avenir<\/b>. Parmi elles, l\u2019intelligence \u00e9motionnelle. D\u00e9finie comme \u00ab <i>l\u2019habilit\u00e9 \u00e0 percevoir et \u00e0 exprimer les \u00e9motions, \u00e0 les int\u00e9grer pour faciliter la pens\u00e9e, \u00e0 comprendre et \u00e0 raisonner avec les \u00e9motions, ainsi qu\u2019\u00e0 r\u00e9guler les \u00e9motions chez soi et chez les autres \u00bb<\/i>*, l\u2019intelligence \u00e9motionnelle se compose de cinq comp\u00e9tences principales, \u00e0 savoir :&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>La conscience de soi et la capacit\u00e9 \u00e0 comprendre ses \u00e9motions ;&nbsp;<\/li>\n\n\n\n<li>La ma\u00eetrise de soi ;<\/li>\n\n\n\n<li>La motivation interne \u00e0 poursuivre ses propres objectifs ;&nbsp;<\/li>\n\n\n\n<li>L\u2019empathie ;&nbsp;<\/li>\n\n\n\n<li>Les aptitudes sociales.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ameliorer-la-relation-client-en-misant-sur-la-formation-et-des-managers-coach-qui-font-preuve-d-empathie\"><b>Am\u00e9liorer la relation client en misant sur la formation et des managers coach qui font preuve <\/b><b>d\u2019empathie<\/b><\/h2>\n\n\n\n<p>Les entreprises prennent de plus en plus en compte ce savoir-\u00eatre dans les crit\u00e8res de comp\u00e9tences, d\u2019autant plus quand il s\u2019agit d\u2019exp\u00e9rience client et de relation client interpersonnelle. <i>&nbsp;<\/i>\u00ab <i>On constate un vrai changement de paradigme depuis dix ans. Auparavant, les \u00e9motions n\u2019avaient pas leur place ; on devait les laisser \u00e0 la porte de l\u2019entreprise. Je remarque \u00e9galement qu\u2019<i>on oppose de moins en moins le rationnel et l\u2019\u00e9motionnel<\/i>. Dans une prise de d\u00e9cision, notamment, cela peut \u00eatre int\u00e9ressant de raisonner d\u2019un point de vue des \u00e9motions. Depuis la crise sanitaire, l\u2019immersion tr\u00e8s forte de la sph\u00e8re priv\u00e9e dans la vie professionnelle nous a fait prendre conscience qu\u2019on ne peut plus laisser les \u00e9motions de c\u00f4t\u00e9,<\/i> t\u00e9moigne Dounia El Guasmi. <i>C\u2019est pourquoi nous avons form\u00e9 nos charg\u00e9s de recrutement pour d\u00e9tecter les \u00e9motions, mais aussi inclus dans nos tests de recrutement <i>la notion de quotient \u00e9motionnel<\/i>. Cela permet de voir comment les futurs conseillers t\u00e9l\u00e9phoniques sont en capacit\u00e9 de g\u00e9rer leurs \u00e9motions et d\u2019\u00e9valuer leur niveau de stabilit\u00e9 \u00e9motionnelle. Ce n\u2019est pas un indicateur discriminant, mais plut\u00f4t une boussole permettant de savoir si le conseiller est en capacit\u00e9 ou non de g\u00e9rer un appel difficile, par exemple, et de l\u2019orienter ensuite vers la formation ad\u00e9quate. \u00bb&nbsp;&nbsp;<\/i><\/p>\n\n\n\n<p>Cette \u00e9volution des mentalit\u00e9s en entreprise, Thierry Pacaud, l\u2019a \u00e9galement observ\u00e9e : \u00ab <i>Il y a effectivement une transition vers ce que l\u2019on appelle l\u2019intelligence \u00e9motionnelle. Cependant, du fait de la pression du quotidien, de la n\u00e9cessit\u00e9 de prouver l\u2019importance de son poste, beaucoup de managers fonctionnent encore \u00e0 l\u2019ancienne. \u00bb <\/i>Qu\u2019il s\u2019agisse des m\u00e9tiers de la relation client et de l\u2019exp\u00e9rience client, mais aussi dans d\u2019autres m\u00e9tiers, Thierry Pacaud conseille par cons\u00e9quent de <b>passer d\u2019un management traditionnel \u00e0 une posture de manager de coach<\/b>, pour valoriser l\u2019intelligence \u00e9motionnelle et l\u2019empathie. \u00ab <i>Le manager doit r\u00e9pondre \u00e0 plus d\u2019attentes et d\u2019exigences de la part de ses \u00e9quipes. La solution la plus efficace \u00e0 ce jour, c\u2019est de changer de posture et de quitter en partie sa position d\u2019expert pour devenir coach. Cela consiste notamment \u00e0 accompagner ses \u00e9quipes en les aidant \u00e0 se questionner elles-m\u00eames sur un sujet ou une probl\u00e9matique pour trouver la solution \u00bb<\/i>, d\u00e9veloppe t-il.&nbsp;<\/p>\n\n\n\n<p>D\u00e9sormais, les \u00e9motions sont de plus en plus accept\u00e9es, voire valoris\u00e9es en entreprise, et les m\u00e9tiers de l\u2019exp\u00e9rience client ne devraient pas faire exception. Des collaborateurs qui savent identifier leurs propres \u00e9motions sont davantage en capacit\u00e9 d\u2019appr\u00e9hender les \u00e9motions des clients, et ainsi, de faire preuve d\u2019empathie pour mieux g\u00e9rer une situation difficile et ainsi sublimer la relation client. Certes, l\u2019intelligence \u00e9motionnelle n\u2019est pas inn\u00e9e pour tout un chacun. Toutefois, le management et le coaching peuvent contribuer \u00e0 d\u00e9velopper ces comp\u00e9tences comportementales pour cr\u00e9er une exp\u00e9rience client optimale.&nbsp;<\/p>\n\n\n\n<p>Pour aller plus loin, \u00e9coutez le deuxi\u00e8me \u00e9pisode de <b>CX voices<\/b> avec Dounia El Guasmi et Thierry Pacaud. <\/p>\n\n\n    <section>\n        <div class=\"buttons-block\">\n            <div class=\"container\">\n                <div class=\"buttons buttons--horizontal\">\n                    <a class=\"button-icon\" href=\"https:\/\/www.odigo.com\/fr-fr\/blog-et-ressources\/podcast\/s1-ep2-comment-gerer-et-apprehender-les-emotions\/\" id=\"tracking\">\u00c9coutez l&#039;\u00e9pisode<\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n\t\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><i>*Salovey et Mayer (1990)<\/i><\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>En mati\u00e8re de relation client, les entreprises sont-elles en capacit\u00e9 d\u2019appr\u00e9hender les \u00e9motions de leurs clients et d&rsquo;am\u00e9liorer l\u2019exp\u00e9rience en faisant preuve \u00e0 la fois d\u2019intelligence \u00e9motionnelle et d\u2019empathie ? C\u2019est la question qui a \u00e9t\u00e9 pos\u00e9e \u00e0 Dounia El Guasmi, directrice d\u00e9veloppement et transformation RH de la CNAV et Thierry Pacaud, coach et fondateur de Team4Development, dans le deuxi\u00e8me \u00e9pisode de CX voices, le podcast d\u2019Odigo.\u00a0<\/p>\n","protected":false},"author":2,"featured_media":496,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":66},"categories":[199],"tags":[58],"topic":[],"class_list":["post-494","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tendances-marche-analyses","tag-customer-experience"],"acf":{"blog_author":[66]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment mettre l\u2019\u00e9motion au service de l\u2019exp\u00e9rience client<\/title>\n<meta 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