Training Emotional Intelligence Improves the Customer Experience [Empathetic Listening Skills]

Written by Greg Alcorn on January 31, 2012
call center customer service

Self-awareness, self-discipline and empathy are core components of what used to be called “character” but is now understood as something more–much more. Emotional Intelligence is an aptitude at the center of success in all aspects of human life. The emotionally adept display the ability to manage personal feelings well, and to read and deal effectively with other

Use Your Emotional Intelligence to Connect to Your Customers

Written by Greg Alcorn on January 20, 2012
fix your call center

Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations. There are four ways to navigate through your customer’s emotions: Perceiving emotion. You can’t physically see your customer so you