In addition to having product knowledge and technical skills, Emotional Intelligence (EI) is a must-have ability for customer service professionals. Emotional Intelligence consists of self-awareness, self-regulation, internal motivation, empathy and social skills. Individuals with high emotional intelligence can maintain clear lines of communication with others by understanding the other person’s feelings. In a dynamic, high-pressure work environment like a call center, customer service representatives are expected to control and manage their emotions while also tactfully ensuring customer satisfaction. This Emotional Intelligence Workshop enables participants to employ their newly-learned EI skills to provide meaningful customer support.
Develop a sense of empathy in participants to better respond to the needs of customers in the workplace.
This workshop empowers you with the ability to
At the completion of the Emotional Intelligence Workshop, participants will be able to do the following:
Identify the advantages of emotional intelligence skills in customer service
Navigate challenging customer interactions with emotional intelligence
Avoid unintentional customer support ‘faux pas’ by leading with empathy
Connect with customers and colleagues on a deeper, more sincere level
Handle customer support situations with greater efficiency and positive impact
This workshop is ideal for employees at all levels who seek to maximize their emotional intelligence and improve their response to customers’ demands and inquiries. Any employee who feels that they lack in the empathy factor when it comes to serving customers can benefit from this workshop.
IDEAL NUMBER OF PARTICIPANTS