Emotional Intelligence in the IT Support World – Important?

Emotions play a major role in the day to day lives of everyone. In the world of IT Support, emotions need to be self-governed in dealing with daily tasks involved in IT Support. You deal with inanimate items, but it is the people who use these items that have the emotions you will need to deal with.  Perception, reasoning, understanding and managing the emotions of the customer/client as well as your own is vital to maintain a successful IT Support desk. There may be times that weather can cause problems – such as you or a co-worker are delayed due to weather, causing others to carry the workload.  Power outages, caused by weather, is a problem that surfaces too.  Frustrations occure during these types of incidents.  These emotions should be put aside and just do the job you need to do to the best of your ability, without taking it out on the client/customer.  Empathy should be prevalent, because you are all in the same boat.  Listen, don't judge, and you will be able to survive a crisis. There could be times you are working a IT Support desk which covers different products and you get a call from a frantic customer, who is on a deadline and one of your products stopped working.  Emotions would be running all over the board for this person, you will need to perceive and understand the customer's emotions – while managing your own. Staying calm at a time like this is what one needs in this field, because what you exude to the customer, will help resolve the situation promptly without making the matter worse....