Emotional Intelligence in Customer Service: Managing Emotions to Provide Exceptional Customer Experiences
Details
- Presentation Length: 60-mins / 90-mins / Half Day
- Participant Numbers: 15-500+
- Virtual and In-person options available
- Sessions can be recorded for internal use
- Onsite training available globally: North & South America, EMEIA, APAC, LATAM
- Languages: English, Spanish, French, Portuguese, Italian, Mandarin, Arabic, Japanese, and Malay.
Introduction
Emotional intelligence is a critical skill for customer service professionals, as it helps them understand and manage their own emotions while providing the best possible customer experience. In this presentation, participants will learn about emotional intelligence and how to apply it to their customer service work.
Toolkit
(included in 90-min and Half Day sessions)
- A list of emotional intelligence techniques
- Strategies for managing and regulating emotions in high-pressure situations
- Tips for recognizing and responding to emotions in others
- Scripts and templates for effective communication with emotional intelligence
- Best practices for building rapport and creating positive emotional connections with customers
Content Outline
- What is emotional intelligence, and why is it important in customer service?
- Techniques for managing and regulating emotions in high-pressure situations
- How to recognize and respond to emotions in others
- Effective communication techniques for emotional intelligence
- Strategies for building rapport and creating positive emotional connections with customers
- Empathy and the role it plays in emotional intelligence
- Using emotional intelligence to provide exceptional customer experiences
Practical exercises
(included in 90-min and Half Day sessions)
- Emotional Regulation Exercise – Participants will practice regulating their emotions in a simulated customer service interaction, providing feedback and support to one another.
- Empathy Exercise – Participants will explore empathy-building techniques and practice applying them in customer service situations.
- Communication Exercise – Participants will engage in role-playing exercises to practice effective communication with emotional intelligence.
Frameworks
(included in Half-Day sessions)
- The Four Branch Model of Emotional Intelligence: Participants will learn about the Four Branch Model of Emotional Intelligence and how it can be applied to customer service.
- The Mood Meter: Participants will explore the Mood Meter framework and how to use it to recognize and regulate emotions in themselves and others.
- The Emotional Culture Deck: Participants will learn about the Emotional Culture Deck and how to use this tool to build emotional intelligence in their workplace.
Conclusion
In conclusion, emotional intelligence is a critical skill for customer service professionals. The practical exercises, frameworks, and toolkit of resources discussed in this presentation can be applied immediately to help participants understand and manage their own emotions while providing exceptional customer experiences.
