This course trains customer-facing professionals to recognize, manage, and apply emotional intelligence (EQ) in service and sales contexts. Participants will learn how self-awareness, empathy, and emotional control can improve communication, resolve conflict, and create stronger relationships with clients and customers.
Learning Methodology
Emotional intelligence assessments and exercises
Self-awareness and empathy mapping
Roleplays and reflection journals
Real-time feedback on emotional triggers and behavior
Practical action planning for daily EQ application
Learning Outcomes
Participants will be able to:
Recognize and manage their emotional responses in high-stakes interactions
Demonstrate empathy and active listening during service or sales conversations
Handle objections and complaints without personalizing conflict
Strengthen client relationships through trust and rapport
Adapt communication styles to different customer emotions and needs
Delivery Format
Duration: 2 days (in-person) or 3 online sessions
Format: Workshop-based delivery with EQ exercises and simulations
Location: Corporate venues, training centers, or virtual platform
Certificate: Issued by Alverton Global upon completion
Course Features
- Lectures 15
- Quiz 0
- Duration 2 days
- Skill level Expert
- Language English
- Students 7
- Certificate Yes
- Assessments Yes
- 5 Sections
- 15 Lessons
- 2 Days
- Foundations of Emotional Intelligence in Customer-Facing Roles3
- Self-Awareness and Emotional Control in High-Stress Moments3
- Empathy and Active Listening3
- Conflict Management and Emotional Resilience3
- Practical Application: Roleplays and Action Planning3
Requirements
- Open to all staff in customer service or sales roles
- Willingness to reflect on personal communication behavior
Features
- Practical, scenario-driven EQ training
- Builds self-awareness, empathy, and emotional control
- Applicable to both service and sales environments
- Reinforces resilience and team morale
- Certified by Alverton Global
Target audiences
- Customer care agents, sales representatives, and field officers
- Supervisors and managers in service departments
- Staff in NGOs, retail, banking, hospitality, and telecom sectors
- Anyone dealing with clients, beneficiaries, or external stakeholders
