Course in Customer service and emotional intelligence
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This customer service and emotional intelligence course provides an overview of psychological concepts applied to user interactions, communication techniques, and protocols for resolving conflicts. It includes behavior analysis, emotion identification, and guidelines to anticipate reactions, with a focus on measurable improvement of experience and retention and practical exercises and role plays with direct feedback from experienced trainers
The syllabus covers active listening, empathy, assertive communication, emotional regulation, de escalation, and complaint management. It supplies tools to assess interactions, design responses by channel, and measure outcomes with clear indicators. Templates and guides are included to implement changes in protocols and processes aimed at improving response times and consistent service quality
The objectives focus on identifying emotional states, regulating responses, and applying empathetic strategies that reduce tension. Training will work on active listening techniques, reformulation, and neutral language that facilitate resolution. Decision making and behavior observation are encouraged to adapt interventions according to specific customer profiles
Targeted to agents, supervisors, and service teams, it combines theory and practical tools for the workplace. It supports creation of measurable protocols and improvement plans, with monitoring indicators and success criteria. Evaluation materials, downloadable guides, and proposals for gradual implementation facilitate transfer of learning to daily operations and measurable operational outcomes and metrics periodically
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
