Emotional Intelligence Workshops
Service Starts With How Your People Feel
Emotional intelligence workshops that help teams manage emotions, show genuine empathy and stay calm under pressure, so every customer feels cared for. Delivered on site or virtually across Jamaica, the Caribbean and the United States.
What Your Team Will Learn
Self Awareness
Recognizing your own emotional triggers and how they show up in front of customers.
Self Regulation
Practical techniques to stay grounded when a customer is at their most difficult.
Genuine Empathy
Moving from scripted sympathy to real understanding that calms tension and rebuilds rapport.
Feelings for Professionals
The Service Quality Institute programme for banks, insurance companies and professional offices.
Leading With Emotional Intelligence
A programme for leaders, who set the emotional temperature for their whole team.
Virtual or On Site
Half day, full day or multi session programmes, delivered in person or live online for teams of any size.
Why Teams Choose This Training
- Every programme is customized for your organization based on your specific needs, your customers and your service standards
- All programmes come with a participant workbook, a laminated skill reminder card and a certificate of accomplishment
- Licensed Service Quality Institute trainer for Feelings for Professionals
- Programmes for frontline teams and for the leaders who support them
- 50,000+ professionals trained across Jamaica, the Caribbean, the United States and Africa
Frequently Asked Questions
What is emotional intelligence in customer service?
It is the ability to recognize and manage your own emotions and understand the emotions of your customers. Teams with strong emotional intelligence stay calm under pressure, show real empathy and turn tense moments into positive ones.
Who should attend?
Frontline staff, team leaders, supervisors and managers. We offer separate sessions for leaders through Leading With Emotional Intelligence.
What is Feelings for Professionals?
Feelings for Professionals is a Service Quality Institute programme adapted for banks, insurance companies and professional offices. I am a licensed trainer for this programme.
What do participants receive?
All programmes come with a participant workbook, a laminated skill reminder card and a certificate of accomplishment.
Can it be delivered virtually?
Yes. Sessions are delivered on site or live online, and hybrid sessions are available for teams across more than one location.
How do we get started?
Book a free 30 minute CX strategy conversation. We will talk through your goals and I will recommend the right next step for your organization.
Ready to turn customer experience into retention, reputation and revenue?
Book a free 30 minute CX strategy conversation and leave with clear next steps for your team.