Emotional Intelligence for Customer Service Professionals

Emotional Intelligence for Customer Service Professionals

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Emotional Intelligence (EI) will change how you deal with difficult customer service situations. Better results, less time, less stress!

In this quickly changing world. it’s becoming more important to connect quickly with others – customers and colleagues alike. If your job involves troubleshooting, helping, changing minds, handling complaints and setbacks, or developing trust, your Emotional Intelligence (EI) will make or break your success. The World Economic Forum predicts EI will be in the top 10 in-demand skills in 2022. Harvard Business Review ranks it as #1.

In this course, you will encounter a new take on Emotional Intelligence: Emotions are like the news. Keeping up with local and world news is key to being an informed and engaged citizen. You will:

  • Better manage setbacks, bad news, and difficult interpersonal exchanges
  • Build rapport with customers and colleagues faster
  • Grow your comfort zone
  • Become an even more effective you

Who should take this program:

This course is designed for people with existing customer service experience, who seek to build on their skills and develop enhanced customer service skills and practices.

Requirements and expectations:

This is a dedicated course that will require 6+ hours of work per week (group and individual). Participation is weekly teaching calls and small groups are required. The course is designed to provide participants with exercises and experiences to build practical customer service skills and strategies for the workplace.

Participation in all 6 weeks of the course is an expectation. Please complete the attached registration questions. We will use your answers to help tailor the program to your interests and goals.

Please Note:

This course is part of Customer Service Excellence Series, which includes both Designing Your Future: Planning and Advancing Your Goals program and Customer Service Heroes program.

Honorarium:

Participants who attend all 6 weeks are *eligible to receive a $200 honorarium.

*Eligibility is at the sole discretion of HTA75. Honorariums are offered as a one-time incentive only. Participants who have received an honorarium or tablet from another HTA75 training are not eligible for an honorarium a second time.

Facilitator

Karen B. K. Chan is an award-winning emotional literacy educator in Toronto, with 20+ years of experience. Trained in Creative Facilitation, Productive Thinking, and Non-Violent Communication, BK's
favourite ways to learn and teach are through stories, metaphors, diagrams, and things that make people laugh. Above all, she is dedicated to having difficult conversations that are real, transformative, and kind.

Course Structure

Course Duration: 6 weeks
Days: Monday, Wednesday, Friday
Time: 10:00AM - 12:00PM
Session Duration: 2 hours
Location: Online Training

How to Sign Up

Click one of the options below:
1. Register for an info session
2. Call us: 1-888-412-4822
3. Email us: [email protected]

Attend an information session to learn more about getting back to work and skills upgrading.

Course Dates

November 16, 2020 through to January 8, 2021
(No Classes December 21, 2020 - January 1, 2021)

© Copyright 2020 Hospitality Training Action Centre 75

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