Impact of Emotional Intelligence on Employee Performance in Customer Facing Roles

Abstract

This paper investigates the impact of Emotional Intelligence (EI) on employee performance in customer-facing roles, with a particular focus on how EI influences interpersonal interactions. In an era where customer satisfaction and loyalty are crucial to organizational success, employees' ability to understand and manage their emotions—and to empathize with and respond appropriately to the emotions of customers—plays a pivotal role in shaping the overall customer experience. The paper examines the key components of EI—self-awareness, emotional regulation, empathy, and social skills—and their effects on employee performance in terms of attitudes, behaviours and expertise.