The impact of Emotional Intelligence on customer service delivery in the commercial banks of Zimbabwe

The study sought to establish the impact of emotional intelligence on service delivery and whether or not emotional intelligence is a predictor of quality service delivery in commercial banking sector in Zimbabwe. Service delivery is critical in gaining competitive advantage. The study adopted a desciptive design and the population of this study included all employees and management from all banks that are listed on the Zimbabwean Stock Exchange (ZSE), that is, Commercial Bank of Zimbabwe, Kingdom Bank, Barclays Bank, NMB, CFX, FBC and Standard Chartered. Questionnaires and interviews were used as research data collection tools. The findings indicated that the bank personnel were practising Emotional Intelligence and the customers expressed satisfaction. Conclusions of the study were that Emotional Intelligence improves not only self-awareness but also harmonizes and organizes the surrounding environment. From the study findings management is not committed to improving emotional intelligence within their staff, as it is not viewed as an important element within the commercial banks. It is recommended that management has to realize the fact that investing on developing soft skills and Emotional competencies among the employees would certainly give them strong financial gains in the long run.. The management should walk the talk so that the subordinates emulate from them. Knowledge management should be embraced through training, workshops, seminars, brainstorming and HR policies that institutionalise Emotional Intelligence. Embrace technology that eases physical human interaction.