1/11/2007    Dealing with Stress with Emotional Intelligence: Part Two

In this second part of a two-part series, we discuss two factors that scientists identify as major stressors. Read on to find out how to de-stress your support center!

11/27/2006    Dealing with Stress with Emotional Intelligence: Part One

Researchers have identified the four most stressful situations, all of which are commonly found in the support center environment. Learn concepts of emotional intelligence that help you deal with stress more effectively!

6/1/2006    Emotional Intelligence and the Support Center: An Introduction

Emotional Intelligence – the degree to which you understand your own emotions and how well you interact with others – that makes the difference between good and great support professionals.

6/1/2006    Patience is a Leadership Virtue

Through interviews with three highly effective executives, Kristin outlines the virtues of patience when leading change.

6/1/2006    Customer Service from the Heart: The Importance of Empathy

Empathy allows the customer support provider to create a connection with a customer, to calm an angry customer, and to begin solving a technical problem more quickly and easily. Read more about this important skill!

6/1/2006    Managing the Support Center with Emotional Intelligence

There are four steps to managing a support center with Emotional Intelligence. Read this article to learn how.

6/1/2006    Emotionally Intelligent Customer Service Skills: Managing Yourself

Surprisingly, understanding yourself and managing your own emotions is the first step in providing good customer service. In this article, we explore the concepts of self-management as it relates to customer service interactions.

6/1/2006    Customer Service Skills: A Non-Response is NOT a Good Response

Not responding to a customer creates an antagonistic relationship, not a cordial, caring one. Read more about how to respond appropriately to customers and create an instant bond with your customers. Who knows, you may even have more fun!