Service encounters change customers’ expectation and satisfaction everyday. Emotions and moods of both customer service employees and the customers influence employees’ service behaviors and customer satisfaction.

Learn how the skills of Emotional Intelligence help us appreciate differences, resolve customers’ problems effectively, and better manage emotions in us and those of others productively.

“Being able to manage emotions in someone else is the core of the art of handling relationships”

Dr. Daniel Goleman The author of Emotional Intelligence