Emotional Intelligence for Call Center Representatives

The path to success is paved with quality customer experiences. Arguably, it is the best way to increase revenue in any business, especially in the long-term. However, knowing ourselves is a multi-faceted process, and we have different ways to describe ourselves, varying from day-to-day, who we are with, and what we are doing. Our emotions and moods are changeable. Our personalities may differ or even mirror the people we are surrounded by. So, who we are can have a spectrum of answers.

Call Centre Representatives are the voice of the organization; they represent who an organization is; they deal with hundreds of customers a day.  In particular, they are often the first to speak with customers, and so they bear the brunt of responsibility when it comes to ensuring a positive customer experience.  And that means creating strong emotional connections with customers, enough to earn their support. 

At the end of this training, participants are expected to develop empathy skills while consciously improving on their emotional intelligence to deliver wow customer experience through interactions while consummating meaning transactions.