Emotional intelligence quota is fast becoming one of the most vital measures of suitability for a customer facing/service role. With IT technicians coming face -to-face with 50+ challenges a day, you want the staff to be motivated by the solutions they provide. That motivation will most likely come from working off the energy by meeting a troubled and challenged customer, then taking them on the journey of listening, understanding, exploration and resolution. By using this question, you will be able to quickly uncover whether this person has a deep enough understanding of their own soft skills and how to apply them in your IT team.