Emotional Management for Quality Service: Application of emotional intelligence in customer service

The objective of this empirical research was to strengthen the emotional intelligence of employees in order to improve the quality, attention and customer service in the Domuss cafeteria and restaurant. The study was qualitative with a narrative design and a population of four female participants. The instruments used were the Tets TMMS-24 (Trait Meta-Mood) adapted by Fernández et al. (2004) and a semi-structured interview technique based on Goleman's five emotional skills. The results showed that three participants were placed at a high level and one at a very high level in terms of their emotional intelligence, in relation to the emotional states in the dimension of perception, participants two and four obtained high levels, and participant three obtained a level just within the medium range; in understanding, participants one, three and four were placed at the medium level and participant two obtained a low level In addition, through the semi-structured interview it was identified that the collaborators express their emotional intelligence in customer service through the skills of empathy and active listening.