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Great Customer Service with Emotional Intelligence

4.5 Filled star Filled star Filled star Filled star Empty star
Based on 1,457 ratings
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Jack Raifer Baruch, Oriana Oviedo Ojeda, and Cultura 52

Why is it so difficult to give good customer service?

Simple, because we keep approaching the subject from a mainly rational perspective, like an organizational system that we can standardize, but great customer service has to do with human relationships, which are after all, completely emotional and primarily irrational.

So, to create an amazing customer service experience, we need to understand emotions, emotional intelligence and how to manage our own emotional skills.

Read more

Why is it so difficult to give good customer service?

Simple, because we keep approaching the subject from a mainly rational perspective, like an organizational system that we can standardize, but great customer service has to do with human relationships, which are after all, completely emotional and primarily irrational.

So, to create an amazing customer service experience, we need to understand emotions, emotional intelligence and how to manage our own emotional skills.

This course will help you discover emotional intelligence, set you on the path to develop and improve your emotional skills and take it to the next level to build a great Customer Service Culture for yourself and in your company.

Emotional intelligence is listed as one of the main skills of the 21st century. Identifying the strengths and opportunities to improve in its dimensions: Self-awareness, Self-Regulation, Motivation, Empathy and Social Skills, allows people to prepare themselves to be more competitive, have better skills when adapting to changes, and be able to cultivate this ability to have a physically and emotionally healthier personal, work and family life.

In this course you will learn: How to Build a Culture of Customer Service, develop your emotional intelligence through practical exercises, help others manage their emotions, Apply emotional intelligence techniques in customer service.

Enroll now

What's inside

Learning objectives

  • What is emotional intelligence and why it is important in customer service.
  • How to develop our own emotional intelligence.
  • The basics of human irrational behavior.
  • How to practice emotionally intelligent customer service.
  • How to start building a customer service culture for your business.

Syllabus

Are people mostly rational, or irrational? We will discover, with the helo of Behavioral Economics, the truth behind human irrationality, our biases and how we make choices.
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A quick and brief introduction to the course, you will meet your instructors, have a quick overview of the course, discover how to download and use the Workbook and learn how to get in touch with us if you have any questions.

Let´s investigate some concepts like client and customer service so we can begin to discover why this is a matter of emotions.

As human beings, we tend to build organizations and processes with one asumption in mind: "we are rational". However, as behavioral economics specialists have proved, we are actually irrational, very predictably irrational.

How do we make decisions? It turns out, poorly. Let us discover about some of the most common biases in our decision making process and how they can affect us.

The best teacher is experience, so let´s go out and discover what good, and bad customer service are really like.

We know what intellignece is, but what about emotional intelligence? Why is it so important?

Emotional Intelligence is divided into 5 specific skills that we can train and develop. What are they?

I know what they are and which ones I need to work on. How do I do that?

Let us put together a practice schedule to develop our emotional intelligence.

We all have expectations, the question is: Are our clients expectations of us justified?

We need customers how buy our products and services. But does that mean that our relationships are and should be mostly based on economics?

How can we apply emotional intellignece into our customer service?

What can I do and what will I do to offer a better more emotionally intelligent customer service?

Culture has become a buzzword. But what is it?

We will use the #CultureLab method to learn how to build a Culture focused on Customer Service.

It is time to put all that we have learned together and start creating our own customer service culture.

Traffic lights

Read about what's good
what should give you pause
and possible dealbreakers
Explores emotional intelligence, which is increasingly recognized as a core competency for customer service and client-facing roles
Teaches how to build a customer service culture, which can lead to improved customer loyalty and positive brand perception
Develops emotional skills such as self-awareness and empathy, which are valuable for improving relationships in both personal and professional contexts
Examines behavioral economics to understand customer irrationality, which can help tailor customer service approaches and improve satisfaction
Offers a personalized certification signed by the instructors, which may be useful for career advancement or demonstrating expertise
Requires learners to understand the basics of behavioral economics, which may require additional study for those unfamiliar with the field

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Create your own learning path. Save this course to your list so you can find it easily later.
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Reviews summary

Practical emotional intelligence for customer service

According to learners, this course offers a highly practical approach to customer service by focusing on emotional intelligence. Many found the content on understanding human irrationality and behavioral economics particularly insightful, providing a new perspective on customer interactions. The included workbook and practical exercises are frequently highlighted as invaluable resources for developing emotional skills and immediately applying concepts learned. While the course is seen as well-structured and the instructors engaging, some with prior knowledge noted it can feel basic and could benefit from greater depth on advanced techniques. Overall, it's considered a solid foundation, particularly for those new to the topic, providing actionable strategies for more emotionally intelligent service.
Explores irrationality in interactions.
"The section on understanding human irrationality through behavioral economics was fascinating and truly shifted my perspective."
"The focus on irrationality was thought-provoking."
"I especially liked how they connected behavioral economics to customer interactions."
Workbook enhances learning and practice.
"The emotional intelligence development exercises were highly valuable and easy to integrate into my daily interactions."
"The workbook is a fantastic resource for self-reflection and practice."
"The workbook is a great tool for applying the learning."
"The workbook exercises are helpful."
Develops understanding of emotions in service.
"This course provided me with a new lens through which to view customer service – not just transactions, but emotional connections."
"The emotional intelligence framework and practical tips are invaluable."
"The focus on empathy and understanding emotions is powerful."
"I feel much more confident in my ability to handle emotional situations with customers."
Provides immediately usable tools and strategies.
"I immediately started applying the techniques in customer service situations, and saw a positive difference."
"This course gave me actionable strategies to handle difficult customer interactions more effectively."
"The practical tools are immediately usable. Best customer service course I've taken."
"I learned how to use practical tools and strategies that I could apply immediately to my work."
May lack depth for experienced learners.
"Some parts felt a little basic if you're already familiar with EI concepts, but it's a solid foundation."
"The course covers the basics but doesn't go into enough depth on advanced emotional regulation techniques."
"Good for beginners, but intermediate learners might find it lacking."
"I found the course too simplistic... didn't provide enough novel insights... for someone already familiar with basic psychology or business concepts."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Great Customer Service with Emotional Intelligence with these activities:
Review 'Emotional Intelligence 2.0'
Provides a practical framework for understanding and developing the five key emotional intelligence skills discussed in the course.
View Melania on Amazon
Show steps
  • Read the book and highlight key concepts.
  • Complete the self-assessment in the book.
  • Identify areas for personal improvement.
  • Practice the strategies outlined in the book.
Review Behavioral Economics Concepts
Reinforces understanding of the irrationality of human behavior, a key concept introduced in the course.
Browse courses on Behavioral Economics
Show steps
  • Review notes on behavioral economics.
  • Research common cognitive biases.
  • Reflect on personal decision-making processes.
Customer Service Observation Project
Applies emotional intelligence principles to real-world customer service scenarios.
Show steps
  • Observe customer service interactions.
  • Analyze the emotional dynamics.
  • Identify areas for improvement.
  • Document your findings in a report.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Create a Customer Service Scenario Video
Demonstrates the application of emotional intelligence in a simulated customer service interaction.
Show steps
  • Write a script for a customer service scenario.
  • Film the scenario with actors.
  • Edit the video for clarity and impact.
  • Share the video and gather feedback.
Review 'The Effortless Experience'
Explores strategies for creating effortless customer experiences, complementing the course's focus on emotional connection.
View The Effortless Experience on Amazon
Show steps
  • Read the book and take notes.
  • Identify key takeaways and insights.
  • Reflect on how to apply the concepts.
  • Discuss the book with peers.
Mentor junior colleagues
Solidifies understanding by teaching emotional intelligence principles to others.
Show steps
  • Offer guidance to junior colleagues.
  • Share insights from the course.
  • Provide feedback on their customer service skills.
Develop a Customer Service Training Module
Synthesizes course knowledge into a practical training resource for customer service teams.
Show steps
  • Outline the training module's content.
  • Develop interactive exercises and activities.
  • Create supporting materials and resources.
  • Pilot test the module with a small group.
  • Refine the module based on feedback.

Career center

Learners who complete Great Customer Service with Emotional Intelligence will develop knowledge and skills that may be useful to these careers:
Customer Service Representative
A Customer Service Representative interacts directly with customers to address inquiries, resolve issues, and ensure a positive experience. This role requires a strong understanding of customer needs and the ability to effectively communicate solutions. This course provides an understanding of emotions, emotional intelligence, and managing emotional skills. A customer service representative needs to apply emotional intelligence techniques in customer service, and this course teaches skills to that end. Learning how to help others manage their emotions may also be useful to this job.
See salaries and explore the career path for Customer Service Representative
Customer Success Manager
A Customer Success Manager is responsible for building and maintaining strong relationships with customers, ensuring they achieve their desired outcomes while using a company's products or services. This role focuses on proactive engagement and understanding customer needs to drive satisfaction and loyalty. This course helps in this career by providing instruction in building a culture of customer service, and it also helps develop emotional intelligence through practical exercises. The course discusses the importance of emotional intelligence in customer service, and this may be useful for someone hoping to become a Customer Success Manager.
See salaries and explore the career path for Customer Success Manager
Account Manager
An Account Manager serves as the primary point of contact for a portfolio of clients, focusing on building long-term relationships and identifying opportunities for growth. They need to possess a combination of sales acumen, customer service skills, and strategic thinking. This course can help one to understand how to practice emotionally intelligent customer service, and it also teaches development of emotional intelligence. The course provides instruction in building a culture of customer service, which may be transferrable to the role of Account Manager. Applying emotional intelligence techniques in customer service, which is covered in the course, also may be useful to this job.
See salaries and explore the career path for Account Manager
Client Relations Manager
A Client Relations Manager cultivates and strengthens relationships with clients, acting as a liaison between the client and the company. The person in this role is responsible for ensuring client satisfaction, resolving issues, and identifying opportunities to expand the business relationship. This course can help someone in Client Relations Management understand the basics of human irrational behavior, and also how to practice emotionally intelligent customer service. Learning how to build a culture of Customer Service is especially relevant to this sort of role.
See salaries and explore the career path for Client Relations Manager
Sales Representative
A Sales Representative is responsible for generating leads, building relationships with potential customers, and closing sales to meet revenue targets. A great sales representative needs to use their emotional intelligence to deal with customers effectively. This course helps to develop your emotional intelligence through practical exercises. One can also learn some basics of human irrational behavior. By understanding and considering the customer's emotions, a Sales Representative has an advantage. Applying emotional intelligence techniques in customer service, which is covered in the course, may also be useful to this job.
See salaries and explore the career path for Sales Representative
Help Desk Analyst
A Help Desk Analyst provides technical support and assistance to customers or employees, troubleshooting hardware, software, and network issues. Patience, problem-solving skills, and clear communication are key in this role. This course may help one to develop emotional intelligence through practical exercises. It also teaches the basics of human irrational behavior. A Help Desk Analyst applies emotional intelligence techniques in customer service on a daily basis, and this course explicitly teaches such techniques.
See salaries and explore the career path for Help Desk Analyst
Technical Support Specialist
A Technical Support Specialist helps customers resolve technical issues with products or services. Strong problem-solving skills, technical knowledge, and the ability to explain complex information clearly are essential. As a Technical Support Specialist, one can use the techniques taught in the course to help others manage their emotions, and also to apply emotional intelligence techniques in customer service. Further, this course discusses how to develop our own emotional intelligence, which is useful for many different sorts of occupations.
See salaries and explore the career path for Technical Support Specialist
Training Specialist
A Training Specialist develops and delivers training programs to employees, covering topics such as product knowledge, customer service, and software skills. Instructional design skills and the ability to engage learners are important. This course may help someone in this role learn how to build a culture of customer service, and it also helps one develop emotional intelligence through practical exercises. The course discusses the importance of emotional intelligence in customer service. The course also teaches the basics of human irrational behavior.
See salaries and explore the career path for Training Specialist
Team Leader
A Team Leader oversees and guides a team of employees, providing direction, support, and coaching to ensure team goals are met. Leadership skills, communication skills, and the ability to motivate others are crucial. This course teaches development of emotional intelligence through practical exercises, and it also discusses the importance of emotional intelligence in customer service. A Team Leader applies emotional intelligence techniques with their team everyday, and this course explicitly teaches such techniques.
See salaries and explore the career path for Team Leader
Call Center Supervisor
A Call Center Supervisor manages and oversees a team of call center agents, ensuring they meet performance targets and provide excellent customer service. Strong leadership, communication, and problem-solving skills are important. This course may help those in this role learn to apply emotional intelligence techniques in customer service. The course also discusses how to develop emotional intelligence. Building a culture of customer service can also be useful in the creation of an efficient call center.
See salaries and explore the career path for Call Center Supervisor
Social Media Manager
A Social Media Manager is responsible for developing and implementing a company's social media strategy, creating engaging content, and managing online communities. They must understand how to manage customer emotions. This course may help one to develop emotional intelligence through practical exercises. It also teaches the basics of irrational human behavior. A Social Media Manager must apply emotional intelligence techniques when dealing with content creation, brand image, and customer service.
See salaries and explore the career path for Social Media Manager
Human Resources Generalist
A Human Resources Generalist handles a wide range of HR functions, including employee relations, recruitment, training, and compensation. They need a strong understanding of employment law and HR best practices. This course, which teaches one to develop emotional intelligence through practical exercises, may be useful. It also teaches some basics of irrational human behavior. A Human Resources Generalist applies emotional intelligence techniques when dealing with employees, and this course explicitly teaches such techniques.
See salaries and explore the career path for Human Resources Generalist
Project Manager
A Project Manager plans, executes, and closes projects, ensuring they are completed on time, within budget, and to the required specifications. Strong organizational, communication, and leadership skills are essential. This course may help someone in this role to develop their emotional intelligence through practical exercises, and it also may help them improve their customer service skills. This course also teaches the basics of human irrational behavior, which may be useful when managing a team.
See salaries and explore the career path for Project Manager
Business Analyst
A Business Analyst identifies business needs, analyzes data, and recommends solutions to improve organizational processes and efficiency. Analytical skills, problem-solving skills, and communication skills are important. This course may help one to develop emotional intelligence through practical exercises. It also teaches the basics of irrational human behavior. A Business Analyst applies emotional intelligence techniques to the design of customer service protocols, and this course may be useful.
See salaries and explore the career path for Business Analyst
Market Research Analyst
A Market Research Analyst researches market trends, consumer behavior, and competitor activities to provide insights that inform business decisions. Analytical skills, research skills, and communication skills are important. In this course you will learn about irrationality, and biases in decision making. This course may help one to develop emotional intelligence through practical exercises.
See salaries and explore the career path for Market Research Analyst

Reading list

We've selected two books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Great Customer Service with Emotional Intelligence.
Cover image
The Effortless Experience
Save
Challenges conventional wisdom about exceeding customer expectations and argues for focusing on reducing customer effort. It provides practical strategies for creating effortless customer experiences. It valuable resource for understanding how to apply emotional intelligence to streamline customer interactions. The book's emphasis on efficiency and effectiveness makes it a great complement to the course's focus on emotional connection.
The Effortless Experience
Paperback
Check
The Effortless Experience
Kindle Edition
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Course image
Rating
4.5 Filled star Filled star Filled star Filled star Empty star
Effort
1.5 total hours
Via
Udemy
Instructors
Jack Raifer Baruch
Oriana Oviedo Ojeda
Cultura 52
Language
English
Traffic lights
Read about what's good
what should give you pause
and possible dealbreakers
Explores emotional intelligence, which is increasingly recognized as a core competency for customer service and client-facing roles
Teaches how to build a customer service culture, which can lead to improved customer loyalty and positive brand perception
Develops emotional skills such as self-awareness and empathy, which are valuable for improving relationships in both personal and professional contexts
Examines behavioral economics to understand customer irrationality, which can help tailor customer service approaches and improve satisfaction
Offers a personalized certification signed by the instructors, which may be useful for career advancement or demonstrating expertise
Requires learners to understand the basics of behavioral economics, which may require additional study for those unfamiliar with the field
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