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Top Takeaways:


“Emotional Intelligence is how you combine your thoughts with your feelings to make good quality decisions and build authentic relationships.” “Customer service is not about you. It is about serving people according to their needs.” “You don’t need to agree with your customers to show empathy. You need to understand their perspective, viewpoints, and how it affects their interaction with the world.” “Robots cannot do customer service the way humans can. They do not have the human essence that makes us capable of empathizing with others.”


Robin Hills is the Director of Ei4Change and author of The Authority Guide to Emotional Resilience in Business and The Authority Guide to Behaviour in Business. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. What is Emotional Intelligence?
  1. How important is Emotional Intelligence in customer service and customer experience?
  1. What is the difference between sympathy and empathy?
  1. Why is empathy important to customer service?
  1. How do self-awareness and self-regulation relate to customer service?

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