This course highlights the key principles and techniques needed to provide excellent customer service in today's global business environment. Major topics covered include (1) developing skills in the 5 key areas of Emotional Intelligence: Self-Awareness, Self-Regulation, Motivation, Empathy, and Social Management; (2) building positive, customer focused relationships; (3) identifying customer service breakdowns; (4) demonstrating the skills necessary to recover the customer after a breakdown; (5) communicating with customers to build their loyalty; and (6) demonstrating Cultural Intelligence when communicating with customers. Throughout the course attention will be given to building students' emotional intelligence, leadership abilities, and career opportunities.
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