Emotional Intelligence for Call Centre Representatives

Emotional Intelligence for Call Centre Representatives course aims to teach call centre representatives how to better understand and manage their own emotions, as well as the emotions of their customers. The course covers topics such as active listening, empathy, stress management, and effective communication. The goal of the course is to help call centre representatives improve their ability to connect with customers and resolve issues more effectively, resulting in improved customer satisfaction and retention.  This course will help participants develop the emotional intelligence skills they need to provide excellent customer service and build positive, lasting relationships with their customers.

The learning objectives for this course include:

1. Understanding the concept of emotional intelligence and its relevance in the call center environment.
2. Developing skills in active listening and empathy to better understand and respond to customer needs and emotions.
3. Improving communication skills to effectively manage difficult or emotional customer interactions.
4. Learning strategies for managing stress and maintaining emotional balance during high-pressure situations.
5. Identifying and managing triggers that may cause negative emotions.
6. Understanding the impact of emotions on customer satisfaction and retention.
7. Building and maintaining positive customer relationships through emotional intelligence.
8. To be able to apply emotional intelligence in day to day work and be able to handle difficult customers more effectively.