Course of Customer service and emotional intelligence
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This customer service and emotional intelligence course offers an overview of psychological concepts applied to user interaction, communication techniques, and protocols for resolving conflicts. It includes behavior analysis, emotion identification, and guidelines to anticipate reactions, focusing on measurable improvement of experience and retention. It also integrates practical exercises and real case studies to reinforce skills.
The syllabus covers active listening, empathy, assertive communication, emotional regulation, de escalation, and claims management. It provides tools to evaluate interactions, design channel appropriate responses, and measure outcomes with clear indicators. It includes templates and guides to implement changes in protocols and processes aimed at improving response times and continuous service quality.
Objectives focus on identifying emotional states, regulating responses, and applying empathetic strategies that reduce tension. Techniques for active listening, paraphrasing, and neutral language that facilitate resolution will be practiced. Decision making based on data and behavioral observation is promoted to adapt interventions to the specific customer profile.
Aimed at agents, supervisors, and support teams, the course combines theory and practical tools for the workplace. It supports the creation of measurable protocols and improvement plans, with tracking indicators and success criteria. It includes assessment materials, downloadable guides, and proposals for gradual implementation that facilitate transferring learning to daily operations.
Course Details
- Video hours 5
- Study hours 40
- Videos 77
- Test 77
- Level to Expert Level
- Language English and MultiLanguage
- Study certificate
- Lifetime access
- 7 Guarantee days
- Secure payment with SSL
- We accept all payment methods
