Kevin Storm Jorgensen demonstrates a deep understanding of instructional design principles and a passion for creating impactful elearning experiences. He excels in designing modules that captivate learners across a wide range of topics. Kevin has a proven track record of developing modules that improve emotional intelligence and empathy skills in call center representatives, enhance technical proficiency in software usage, facilitate effective onboarding experiences, foster leadership development, and drive sales performance. Leveraging the power of the Articulate 360 suite and similar tools, he brings interactive and visually engaging learning experiences to life. Kevin skillfully incorporates gamification elements to enhance learner engagement and motivation, ensuring active involvement in the learning journey. His unwavering commitment to meeting the unique needs of diverse learners drives him to develop elearning solutions that deliver performance improvement and unlock individual potential.
Emotional Intelligence Fundamentals eLearning
Click to experience the course.
The purpose of the Emotional Intelligence Fundamentals e-learning course is to equip call center agents with essential skills in Emotional Intelligence (E.I.) to enhance their interactions with customers and improve the overall customer experience.
This comprehensive e-learning course begins by providing a clear definition of Emotional Intelligence, ensuring that agents understand its significance in their daily interactions. It highlights the impact of E.I. on the customer's experience, emphasizing the importance of recognizing and managing emotions to create positive customer interactions.
The course sets clear expectations regarding the application of Emotional Intelligence in the call center environment. Agents are guided on how to develop Empathy Statements, a powerful tool for demonstrating understanding and compassion towards customers. This enables agents to connect with customers on an emotional level, fostering trust and enhancing the overall customer experience.
Additionally, the course outlines practical steps to Building Rapport with customers. Agents learn techniques and strategies to establish a positive connection, actively listen, and adapt their communication style to meet the customer's needs. By building rapport, agents can create a more personalized and engaging customer experience, leading to increased customer satisfaction and loyalty.
Overall, the Emotional Intelligence Fundamentals e-learning course equips call center agents with the knowledge and skills necessary to navigate emotional interactions effectively. By fostering empathy, building rapport, and applying Emotional Intelligence techniques, agents can enhance customer relationships and contribute to the success of the call center.
