When it comes to customer service, analytical intelligence is one of the most important skills you can possess. Analytical intelligence is the ability to think critically and solve problems. It allows you to understand complex situations, identify patterns, and make decisions based on data. In this blog post, we will discuss what analytical intelligence is, how it can be used in customer service, and why it is important. We will also provide tips on how you can improve your analytical intelligence skills!
What are the 3 types of intelligence?
According to Robert Sternberg’s theory of multiple intelligences, there are three types of intelligence: analytical, practical, and creative.
- A person with analytical intelligence is able to think critically and solve problems.
- A person with practical intelligence has the ability to apply knowledge to real-world situations.
- A person with creative intelligence can come up with new ideas and see the world from a variety of different perspectives
Sternberg’s concept of analytical intelligence
Sternberg’s concept of analytical intelligence is probably the most similar of the three to what we traditionally think of as intelligence. It’s the abilities we so often test in school and on common intelligence tests.
Some refer to it as “book smarts” as opposed to practical intelligence, which is referred to as “street smarts.”
It also refers to the intelligence needed to solve a single problem rather than ones that may require multiple solutions. It is also limited to problems that are well-defined and have a possible solution to find.
Analytical vs. practical intelligence
One of the most important distinctions in intelligence is between analytical and practical intelligence. Analytical intelligence refers to the ability to think abstractly, see relationships between ideas, and solve problems. Practical intelligence, on the other hand, is the ability to deal with everyday tasks and problems. It involves such skills as planning and organizing, resourcefulness, and the ability to deal with others.
Which of these two types of intelligence is more important in customer service? The answer is both. Analytical intelligence is important for understanding customer needs and coming up with solutions to problems. Practical intelligence is important for actually implementing those solutions and dealing with customers on a day-to-day basis.
Analytical vs. creative intelligence
Another important distinction in intelligence is between analytical and creative intelligence. Analytical intelligence refers to the ability to think logically and solve problems. Creative intelligence, on the other hand, is the ability to come up with new ideas and see things from a different perspective.
Both analytical and creative intelligence is important in customer service. Analytical intelligence is crucial for determining customer needs and developing solutions to fix any issues. Creative intelligence is important for coming up with new ideas and seeing things from a different perspective.
What is an example of analytical intelligence?
Let’s look at some common customer service problems and how analytical intelligence can help solve the problem.
Situation #1: An item is out of stock
Items can be out of stock for a variety of reasons. An analytical person would look at the situation and find a possible solution. Below are some of the solutions they may offer based on the reason the item is out of stock:
- The item was discontinued –> Offer an alternative items
- The company is awaiting a shipment –> Let the customer know the earliest available date to purchase
- The product had quality issues that are being addressed –> Let the customer know about the issues and when the product is expected to be available
The customer may also be upset for a variety of reasons. An analytical person would then look at the customer’s situation and find a possible solution. Below are some of the solutions they may offer based on the reason the customer is upset:
- The item was ordered but never delivered –> Offer a full refund and discount for returning once it’s back in stock
- The item is needed urgently –> Offer alternative items that meet the customer’s need
- The item supplies a basic need –> See if there is anything left in the safety stock to offer the customer
Situation #2: A service is unavailable due to technical difficulties
Using their analytical intelligence, a customer service representative might first assess the situation and find a possible solution. Below are some of the solutions they may offer based on the reason the service is unavailable:
- The system is down for maintenance –> Let the customer know when it will be back up
- There was an unplanned outage –> Offer a discount or coupon for future use
- The service is only available in certain areas –> Offer an alternative service that is available in the customer’s area
Situation #3: The product or service will not meet the customer’s needs
The first part of analysis is gathering all the information you need to be able to find a solution. In this case, the customer service representative would first want to find out what the customer’s needs are. They would then look at the product or service and see if there is a way to make it work for the customer. If not, they would offer an alternative solution that does meet the customer’s needs.
Analytical intelligence test
Analytical intelligence is the ability to analyze and solve problems. It is important in customer service because it allows you to quickly find solutions to customer problems.
But how do you know if you have high analytical intelligence or not? Well here are some signs of high analytical intelligence:
- You have a knack for numbers and patterns
- You can see the big picture and the smaller details
- You’re great at problem-solving
- You’re always looking for ways to improve things
If you have these qualities, then you likely have high analytical intelligence. But don’t worry if you don’t think you have all of these qualities. You can still improve your analytical intelligence.
If you want to know for sure, find a local specialist to administer the Sternberg Triarchic Abilities Test (STAT). This is an objective measure of all three types of intelligence.
Why is analytical intelligence important in customer service?
Analytical intelligence is important in customer service because it allows customer service representatives to resolve customer issues quickly and efficiently. Analytical intelligence also allows customer service representatives to identify potential problems and prevent them from becoming actual problems.
If problems can be avoided in the first place, customers will be more satisfied with their experience and less likely to take their business elsewhere. And ultimately, that is the goal.
How do you use analytical intelligence in customer service?
Using analytical intelligence, you can help customers by providing them with data that can be used to improve their experience. You can also find new ways to reach customers and provide them with better service. By using analytical intelligence, you can help customer service representatives make better decisions and improve the quality of service they provide.
Most importantly, though, you can help the company and the customer to avoid problems you see looming on the horizon. Problems like:
- A product they typically purchase is about to be discontinued
- A customer who is about to leave for a competitor
- A problem with the way a product is being used
All of these are examples of analytical intelligence in customer service. And while they may not seem like much, they can make a big difference in the quality of service you provide and the satisfaction of your customers. Analytical intelligence is one of the most important tools you have at your disposal, so make sure you use it to its full potential.
Analytical intelligence in leadership
Perhaps the most important place in customer service to have analytical intelligence is in leadership. Leaders in customer service must be able to understand analytical data in order to properly lead their team.
They need to know things such as how many calls are being taken per hour, what the average call length is, how many sales were made, etc. All of this data can be very useful in understanding what needs to be improved and where the team is excelling.
Leaders also need to be able to understand the data in order to make decisions that will improve the team’s performance.
How can I improve my analytical intelligence?
Here are some ways you can improve your analytical intelligence:
- Read books on analytical intelligence
- Take an analytical intelligence test
- Talk to people with high analytical intelligence
- Practice problem solving with logic puzzles or brain games
By doing these things, you will be well on your way to improving your analytical intelligence. Analytical intelligence is a very important skill to have in customer service, and it can be helpful in other areas of your life as well. So start practicing today!
Analytical intelligence is an important tool for customer service. By understanding and using analytical intelligence, you can improve the quality of your interactions with customers, resolve complaints more effectively, and identify potential areas of concern. Leaders can also use analytical intelligence to make better decisions about their company and its customers.While there is no single answer to improving analytical intelligence, training in customer service can help! Our Customer Service Training Program can help you grow your understanding of customer service issues and how to solve them. Get started today!