Customer Success Competency Model: Emotional Intelligence

In this course, we'll explore together an important skill you should foster in Customer Success - emotional intelligence. You'll learn the five pillars of emotional intelligence and how you can improve your emotional intelligence.

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Course curriculum

01
Introduction
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- Course Overview
- Learning Outcomes
- Introduction
- Why Emotional Intelligence Is Important
- Emotional Intelligence and Customer Success
- Ways To Improve Our Emotional Intelligence
02
Pillar #1: Motivation
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- Overview
- What Is Motivation?
- How You Can Practice Motivation
- How To Measure Success In Motivation
- Motivation Proficiency Standards
- Learning Checkpoint
03
Pillar #2: Empathy
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- Overview
- What Is Empathy?
- How To Practice Empathy
- How To Measure Success In Empathy
- Empathy Proficiency Standards
- SOLO EXERCISE: Dealing With Ridiculous Requests
- Learning Checkpoint
04
Pillar #3: Self-Awareness
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- Overview
- What Is Self-Awareness?
- How To Practice Self-Awareness
- How To Measure Success In Self-Awareness
- Self Awareness Proficiency Standards
- SOLO EXERCISE: The Three Whys
- Learning Checkpoint
05
Pillar #4: Self-Regulation
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- Overview
- What Is Self-Regulation?
- How To Practice Self-Regulation
- How To Measure Success In Self-Regulation
- Self-Regulation Proficiency Standards
- GROUP EXERCISE: Jenga
- Learning Checkpoint
06
Pillar #5: Social Skills
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- Overview
- What Are Social Skills?
- How To Practice Social Skills
- How To Measure Success In Social Skills
- Social Skills Proficiency Standards
- Learning Checkpoint
07
Wrap Up
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- Wrap Up