Emotional Intelligence In Customer Service: Strong Relations
Published 2/2026
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz, 2 Ch
Language: English | Duration: 1h 25m | Size: 2.43 GB
What you'll learn
Identify the 5 components of emotional intelligence and apply them in customer interactions.
Use self-awareness to spot triggers and prevent stress from leaking into tone and behavior.
Apply self-regulation tools (pause, breath, reframe) to stay calm under pressure.
Demonstrate empathy with active listening, validation, and emotional-cue recognition.
Build rapport quickly using personalization, warmth, and appropriate mirroring.
De-escalate difficult customers without defensiveness and set respectful boundaries.
Use feedback, reflection, and coaching to continuously improve EQ and service quality.
Track EI impact using CSAT, NPS, retention, and sentiment/voice-of-customer data.
Requirements
There are no prerequisites for this course
Description
Customers may forget the exact solution you provided. but they'll always remember how you made them feel.
And that's why Emotional Intelligence (EI) is one of the most valuable skills in customer service today.
Consider this
• Customers increasingly base loyalty on the service experience-not just the outcome
• With chatbots and self-service handling simple requests, human agents now face more complex, emotional issues
• Research consistently shows emotionally intelligent service teams achieve significantly higher satisfaction and retention
So if you've ever had to calm an angry customer, deliver bad news without escalation, or recover after a stressful call-this course is built for you.
In this course, you'll learn practical, real-world techniques to manage your own emotions, read the customer's emotional cues, and respond in ways that build trust-even in high-pressure situations.
You'll learn how to
• Understand the 5 core components of emotional intelligence (self-awareness, self-regulation, motivation, empathy, social skills)
• Spot your emotional triggers and stay composed using proven self-regulation tools (pause, breath, reframe)
• Use empathy the right way-active listening, emotional validation, and recognizing what customers don't say out loud
• Communicate with clarity and tact using paraphrasing, positive language, and tone control (even when you must say "no")
• Build rapport fast through personalization, authentic warmth, and appropriate mirroring
• De-escalate difficult situations without getting defensive-and set respectful boundaries when needed
• Use feedback, reflection, coaching, and sentiment signals to continuously improve your EQ on the job
• Implement emotional intelligence training across teams (workshops, role-play, reinforcement, onboarding)
• Measure EI impact through CSAT, NPS, retention, sentiment trends, and customer comments
By the end, you'll have an emotional-intelligence toolkit you can apply immediately-on calls, chats, emails, and face-to-face conversations-so customers feel heard, respected, and confident in your support.
Whether you're a frontline agent, a team lead, or a manager building a service culture, this course will help you turn stressful interactions into strong relationships-and strong relationships into loyalty.
Who this course is for
Customer service representatives (phone, chat, email, in-person)
Call center/contact center agents and supervisors
Customer support specialists in SaaS, eCommerce, and tech support
Retail and hospitality frontline staff
Account managers and client success teams who handle escalations
Team leads, managers, and QA coaches who train or mentor agents
New hires entering customer-facing roles who want strong soft skills
Anyone who regularly deals with frustrated or emotional customers
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