What you'll learn:
- What is Emotional Intelligence and why it is important in Customer Service.
- How to develop our own Emotional Intelligence.
- The basics of human irrational behavior.
- How to practice emotionally intelligent Customer Service.
- How to start building a Customer Service Culture for your business.
Why is it so difficult to give good customer service?
Simple, because we keep approaching the subject from a mainly rational perspective, like an organizational system that we can standardize, but great customer service has to do with human relationships, which are after all, completely emotional and primarily irrational.
So, to create an amazing customer service experience, we need to understand emotions, emotional intelligence and how to manage our own emotional skills.
This course will help you discover emotional intelligence, set you on the path to develop and improve your emotional skills and take it to the next level to build a great Customer Service Culture for yourself and in your company.
Emotional intelligence is listed as one of the main skills of the 21st century. Identifying the strengths and opportunities to improve in its dimensions: Self-awareness, Self-Regulation, Motivation, Empathy and Social Skills, allows people to prepare themselves to be more competitive, have better skills when adapting to changes, and be able to cultivate this ability to have a physically and emotionally healthier personal, work and family life.
In this course you will learn: How to Build a Culture of Customer Service, develop your emotional intelligence through practical exercises, help others manage their emotions, Apply emotional intelligence techniques in customer service.
