Introduction
The ability to connect emotionally with customers is a vital skill for achieving success in today’s customer-centric marketplace. It is no longer enough for customers to receive products and services, they also need genuine human relationships. In order to recognize customers’ needs, address concerns, and provide deeper support, emotional intelligence (EI) and empathy are essentials. Emotional intelligence (EI) and empathy enable individuals to understand and manage their own emotions while recognizing and influencing the emotions of others. This course is designed to equip participants with the knowledge and tools needed to develop these essential skills, enhancing their ability to build strong, lasting relationships with customers, improve customer satisfaction, and drive business growth.
Course Outline
- Module 1
- Module 2
- Module 3
- Module 4
- Module 5
- Course Objectives
- Target Audience
Emotional Intelligence
- Emotional Intelligence (EQ) and its components.
- The role of EQ in customer service management.
- Self-awareness of your own emotions.
- Taking control of your emotions.
- The impact of EQ on professional success.
- Assessing your current level of EI.
Managing Customer Emotions
- Recognizing emotions in customers: Verbal and non-verbal cues.
- Techniques for managing customer emotions during interactions.
- The role of active listening in emotional intelligence.
- Building rapport and trust with customers.
- Managing your emotions in high-pressure situations.
- Emotional triggers and how to avoid escalating situations.
Developing Empathy Skills
- Empathy and its importance in customer relationships.
- Empathy vs. sympathy.
- Techniques for demonstrating empathy in conversations.
- Empathy in digital communication.
- The impact of empathy on customer satisfaction and loyalty.
- Balancing empathy with professionalism.
Communication Skills & EI
- The role of emotional intelligence in effective communication.
- Techniques for clear and compassionate communication.
- Handling difficult conversations with empathy.
- The importance of tone and body language in communication.
- Deescalating conflicts with emotional intelligence.
- Communication that builds positive customer experiences.
Team’s Emotional Intelligence
- The importance of EQ in team collaboration and leadership.
- Building an emotionally intelligent customer service team.
- Encouraging empathy and emotional intelligence within teams.
- Resolving team conflicts through emotional intelligence.
- Creating a supportive work environment that values EQ.
- Emotional intelligence in feedback and performance management.
By the end of this course, participants will be able to:
- Explore the key components of emotional intelligence and its importance.
- Master the ability to empathize with customers, understanding their feelings and perspectives.
- Improve communication skills to effectively connect with customers and address their needs.
- Learn strategies to build trust and rapport with customers through empathetic interactions.
- Gain skills to handle customer complaints and conflicts with empathy and emotional intelligence.
- Execute emotional intelligence and empathy to enhance overall customer satisfaction and loyalty.
This course is ideal for:
- Customer Service Representatives.
- Sales Professionals.
- Marketing Managers.
- Customer Support Staff.
- Call centre Agents.
- Account Managers.
- Retail Staff.
- Frontline Employees.
- Business Owners and Entrepreneurs.
- Team Leaders and Supervisors.
Course Schedule & Fees
- Kuala Lumpur
- Singapore
- Amsterdam
- Online
- Course Fees
This course will take place in Kuala Lumpur on the following dates:
| 12/05/2025 | 26/05/2025 | 09/06/2025 | 23/06/2025 |
| 07/07/2025 | 21/07/2025 | 04/08/2025 | 18/08/2025 |
| 01/09/2025 | 22/09/2025 | 06/10/2025 | 20/10/2025 |
| 10/11/2025 | 24/11/2025 | 15/12/2025 | 05/01/2026 |
| 26/01/2026 | 16/02/2026 |
This course will take place in Singapore on the following dates:
| 05/05/2025 | 26/05/2025 | 16/06/2025 | 30/06/2025 |
| 21/07/2025 | 11/08/2025 | 01/09/2025 | 22/09/2025 |
| 13/10/2025 | 03/11/2025 | 24/11/2025 | 15/12/2025 |
| 05/01/2026 | 26/01/2026 |
This course will take place in Amsterdam on the following dates:
| 19/05/2025 | 09/06/2025 | 30/06/2025 | 21/07/2025 |
| 11/08/2025 | 01/09/2025 | 22/09/2025 | 13/10/2025 |
| 03/11/2025 | 24/11/2025 | 15/12/2025 | 05/01/2026 |
| 26/01/2026 | 16/02/2026 |
This course will take place Online the following dates:
| 06/05/2025 | 03/06/2025 | 01/07/2025 | 29/07/2025 |
| 26/08/2025 | 23/09/2025 | 21/10/2025 | 18/11/2025 |
| 16/12/2025 | 13/01/2026 | 10/02/2026 |
| Kuala Lumpur | Singapore | Amsterdam | Online |
| USD$ 3,580 | USD$ 5,600 | USD$ 5,600 | USD$ 1,920 |
