"From Challenge to Connection: The Transformative Power of EQ in Customer Service. This dynamic course explores how emotional intelligence (EQ) can revolutionize customer service interactions. Participants will learn to navigate difficult conversations, defuse tension, and build authentic rapport with customers by harnessing the core competencies of EQ—self-awareness, empathy, and emotional regulation. Through practical strategies and real-world scenarios, this training empowers service professionals to turn everyday challenges into opportunities for meaningful connection and lasting customer loyalty.
Training Highlights: Recognize and apply the five key components of emotional intelligence to enhance customer interactions. Manage emotional triggers and stress responses during high-pressure or conflict[1]driven service situations. Demonstrate empathy and active listening skills to foster trust and positive rapport with customers. Transform challenging customer encounters into constructive outcomes using EQ-driven communication techniques. There will be a morning session and an afternoon session. Both sessions are the same so you need only to register for one.
Meet Your Trainer Roslyn
Roslyn Gervin currently works as the Manager of People Culture and Experience with the City of Newport News Human Resources Department. An advocate for continual personal and professional development, Roslyn has facilitated countless trainings and workshops on a variety of topics to include: leadership, teambuilding, effective communication, developing your personal brand and more! Roslyn has been with the City of Newport News for over 19 years.
This customer service training is sponsored by Visit Newport News, Hampton Convention & Visitor Bureau, and Hampton Roads Workforce Council