Udemy - Emotional Intelligence in Customer Service - Strong Relat...

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• Get Bonus Downloads Here.url (0.2 KB)
~Get Your Files Here ! 1 - Introduction to Emotional Intelligence in Customer Service
• 1. Coffee and human connection are a global ritual – and growth opportunity.url (0.1 KB)
• 1. Daniel Goleman’s Emotional Intelligence.url (0.1 KB)
• 1. Emotional Intelligence in the workplace.url (0.1 KB)
• 1. Emotionally Intelligent People Use the 5-Minute Handshake With Stress Trick for Greater Resilience.url (0.2 KB)
• 1. Introduction to Emotional Intelligence in Customer Service (Description).html (1.7 KB)
• 1. Introduction to Emotional Intelligence in Customer Service.mp4 (192.9 MB)
• 1. Section 1 Knowledge Check.html (21.6 KB)
• 2. Emotional Intelligence Fundamentals – Components and Significance (Description).html (1.9 KB)
• 2. Emotional Intelligence Fundamentals – Components and Significance.mp4 (197.1 MB)
• 2. Empathy and Digital Transformation Drive Customer Service Evolution at Telefónica.url (0.1 KB)
• 2. How Creating Empathy at Scale Improves Contact Center KPIs.url (0.1 KB)
• 2. The Five Components of Emotional Intelligence.url (0.1 KB)
2 - Core Emotional Intelligence Skills for Customer Service
• 2. Section 2 Knowledge Check.html (21.5 KB)
• 3. Emotional Self-Awareness A primer (Book).url (0.1 KB)
• 3. How Emotionally Self-Aware Are You.url (0.1 KB)
• 3. Self-Awareness and Self-Regulation (Description).html (1.7 KB)
• 3. Self-Awareness and Self-Regulation.mp4 (218.3 MB)
• 3. The Power of Emotional Intelligence Insights from UC Berkeley's Landmark 40-Year Study.url (0.1 KB)
• 4. Active Listening Skills.url (0.1 KB)
• 4. Empathy and Understanding the Customer Perspective (Description).html (1.7 KB)
• 4. Empathy and Understanding the Customer Perspective.mp4 (188.5 MB)
• 4. The Importance of Empathy in the Workplace.url (0.1 KB)
• 4. The Power of Listening The Key to Helping People Change.url (0.1 KB)
• 5. Active Listening Hear What People Are Really Saying – MindTools.url (0.1 KB)
• 5. Customer Communication How to Build Stronger Relationships and Drive Growth.url (0.1 KB)
• 5. INFLUENCE The Art of Giving and Receiving Advice.url (0.9 KB)
• 5. Social Skills and Communication in Customer Service (Description).html (1.6 KB)
• 5. Social Skills and Communication in Customer Service.mp4 (195.4 MB)
• 6. 10 Ways I Maintain Motivation During Tough Times.url (0.1 KB)
• 6. 8 Scientifically Proven Ways to Stay Motivated When Work Gets Tough How to Stay on Track and Achieve Your Goals.url (0.1 KB)
• 6. How a Positive Mindset Can Lead to a Better Day at Work.url (0.1 KB)
• 6. Motivation and Maintaining a Positive Attitude (Description).html (1.6 KB)
• 6. Motivation and Maintaining a Positive Attitude.mp4 (192.7 MB)
• 6. The Power of Small Wins – Harvard Business Review.url (0.1 KB)
3 - Applying Emotional Intelligence in Customer Interactions
• 3. Section 3 Knowledge Check.html (21.4 KB)
• 7. About Zappos – Zappos.com.url (0.1 KB)
• 7. Building Customer Rapport and Trust with Emotional Intelligence (Description).html (1.5 KB)
• 7. Building Customer Rapport and Trust with Emotional Intelligence.mp4 (186.4 MB)
• 7. Customer trust Definition, importance, and 6 ways to gain it.url (0.1 KB)
• 7. How Starbucks Builds Loyalty and Enhances Customer Experience (CX) with Rewards Programs.url (0.1 KB)
• 8. Handling Difficult Customers and Situations with Emotional Intelligence (Description).html (1.6 KB)
• 8. Handling Difficult Customers and Situations with Emotional Intelligence.mp4 (211.1 MB)
• 8. How to deal with angry customers 17 tips and templates.url (0.1 KB)
• 8. The Role of Emotional Intelligence in De-escalating Workplace Conflicts.url (0.1 KB)
• 8. The expert guide to taking control of your emotions.url (0.1 KB)
• 9. Customer feedback 7 ways to improve service fast.url (0.1 KB)
• 9. How JetBlue Enhances Customer Experience (CX) with Passenger Comfort and Care.url (0.1 KB)
• 9. Reflective practice Learning from experience.url (0.1 KB)
• 9. The Feedback Fallacy – Harvard Business Review.url (0.1 KB)
• 9. Using Feedback for Continuous Improvement (Description).html (1.6 KB)
• 9. Using Feedback for Continuous Improvement.mp4 (215.7 MB)
4 - Implementing and Sustaining an Emotionally Intelligent Service Culture
• 10. 5 Steps to Building an Emotionally Intelligent Team.url (0.1 KB)
• 10. Building a Coaching Culture That Sustains Performance.url (0.1 KB)
• 10. How to Create a Strengths- Based Company Culture.url (0.1 KB)
• 10. How to successfully onboard a remote customer support team.url (0.1 KB)
• 10. Implementing Emotional Intelligence Training Programs in Teams (Description).html (1.7 KB)
• 10. Implementing Emotional Intelligence Training Programs in Teams.mp4 (217.4 MB)
• 11. 5 methods for measuring customer satisfaction.url (0.1 KB)
• 11. Crowne Plaza and The School of Life to offer an Emotionally Intelligent hotel experience.url (0.2 KB)
• 11. Measuring the Impact of Emotional Intelligence on Customer Relations (Description).html (1.7 KB)
• 11. Measuring the Impact of Emotional Intelligence on Customer Relations.mp4 (257.5 MB)
• 11. Sentiment Analysis in Customer Experience – Qualtrics.url (0.1 KB)
• 11. The New Science of Customer Emotions.url (0.1 KB)
• 12. How to Improve Your Emotional Intelligence.url (0.1 KB)
• 12. Mindfulness – Greater Good Science Center (UC Berkeley).url (0.1 KB)
• 12. Recap and Next Steps (Description).html (1.5 KB)
• 12. Recap and Next Steps.mp4 (216.5 MB)
• 12. TalentSmartEQ – Emotional Intelligence Assessments and Training.url (0.1 KB)
• 4. Section 4 Knowledge Check.html (21.1 KB)
• 5. Final Challenge.html (33.3 KB)
• Bonus Resources.txt (0.1 KB)