Great Customer Service with Emotional Intelligence
4.4 (45 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
6,225 students enrolled

Great Customer Service with Emotional Intelligence

Take your business to the next level by building a Customer Service Culture based on Emotional Intelligence.
4.4 (45 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
6,225 students enrolled
Last updated 2/2019
English
English
Current price: $23.99 Original price: $34.99 Discount: 31% off
5 hours left at this price!
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This course includes
  • 1.5 hours on-demand video
  • 2 articles
  • 1 downloadable resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • 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.
Requirements
  • Basic use of the Udemy Platform on computer or smartphone.
  • Self learning motivation.
Description

Why is it so difficult to offer great Customer Service?

Simple, because we keep aproching the subject from a mainly rational perspectuve, like an organizational system that we can standarice, but in reality, 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.

Who this course is for:
  • Human resources specialists.
  • Human resources students.
  • Managers.
  • General Managers.
  • Entrepeneurs.
  • Organizational Behavior Specialists and Students.
  • Anyone interested in Emotional Intelligence or Customer Service.
Course content
Expand all 18 lectures 01:32:09
+ Customer Service: An Irrational Affair
6 lectures 38:06

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.

Preview 02:51
Contact Information
00:19

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

Preview 05:05

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.

Being Human: An Irrational Reality
14:55

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.

Choice Architecture and Irrational Biases
11:59

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

Assignment 1: What is good Customer Service?
02:57
+ Emotional Intelligence: What is it and why do I need it?
4 lectures 27:25

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

Preview 06:39

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

The 5 Emotional Skills
11:42

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

Developing my Emotional Skills
07:37

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

Assignment 2: My Emotional Skills Practice
01:27
+ Customer Service with Emotional Intelligence
4 lectures 17:03

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

Great Expectations: What do clients expect of us?
04:06

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

Social vs. Economic Relations
04:43

How can we apply emotional intellignece into our customer service?

Customer Service based on Emotional Intelligence
07:35

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

Assignment 3: My Emotional Customer Service
00:39
+ Building a Customer Service Culture in my Company
3 lectures 09:14

Culture has become a buzzword. But what is it?

What is Organizational Culture?
02:10

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

#CultureLab: How to Build a Customer Service Culture
04:48

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

Assignment 4: Customer Service Culutre Ideation.
02:16
+ Certification
1 lecture 00:20
Congratulations! Getting your Certification
00:20