Emotional Intelligence (EQ) for Customer Service Professionals

1) Course Introduction

This course focuses on emotional intelligence tools to improve empathy, self-awareness, and communication with customers.

At the emotional intelligence core, Seattle International Institute for Training integrates behavioral awareness, emotional regulation, and customer engagement techniques.

2) Key Learning Objectives

Participants will learn to:

· Understand EQ components and their impact on service

· Manage emotions in stressful situations

· Demonstrate empathy and active engagement

· Navigate challenging interactions effectively

· Strengthen client relationships through emotional connection

3) Target Audience

· Customer-facing staff

· Supervisors

· Service managers

· Call center teams

4) Course Importance & Business Impact

High EQ improves service success, customer trust, and team communication.

5) Practical Modules / Key Topics

· EQ framework

· Emotional triggers

· Empathy practices

· Emotional control tools

· Customer engagement exercises