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 dealing with customers, communication techniques, and protocols for resolving conflicts. It includes behavior analysis, emotion identification, and guidelines to anticipate reactions, with a focus on the measurable improvement of the customer experience and retention.
The syllabus includes active listening, empathy, assertive communication, emotional regulation, de escalation, and complaint management. It provides tools to evaluate interactions, design responses according to channel, and measure results with clear indicators. It includes templates and guides to implement changes in protocols and processes aimed at improving response times and the quality of continuous service.
The objectives focus on identifying emotional states, regulating responses, and applying empathetic strategies that reduce tension. Techniques of active listening, rephrasing, and neutral language that facilitate resolution will be practiced. Decision making based on data and observation of behavior is promoted to adapt interventions according to the specific customer profile.
Aimed at agents, supervisors, and support teams, it combines theory and tools applicable to the work environment. It promotes the creation of protocols and measurable improvement plans, with monitoring indicators and success criteria. It includes assessment materials, downloadable guides, and proposals for gradual implementation that facilitate the transfer of learning to daily operations.
Course Details
- Hours of video 0
- Hours of study 0
- Videos 77
- Test 77
- Level to Expert Level
- Language English and MultiLanguage
- Certificate of studies
- Lifetime access
- 7 Days of warranty
- Secure payment with SSL
- We accept all forms of payment
