Leading with Emotional Intelligence in Customer Service | Non-Credit Course – Cégep Heritage College | Heritage
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This 3-hour, non-credit course at CÉGEP Heritage College is designed for anyone working in a customer-facing role or leading a service team. By focusing on emotional intelligence, empathy, and staff empowerment, the course helps participants learn how to defuse tension, motivate colleagues, and build trust with clients. Whether you're a team leader or frontline staff member, you'll walk away with tools to improve morale, reduce stress, and foster stronger relationships with clients and colleagues.

Instructor leading a customer service workshop on emotional intelligence at CEGEP Heritage College

Course Description

Exceptional customer service isn’t just about solving problems-it’s about building trust, fostering engagement, and creating meaningful connections. This interactive workshop equips customer service professionals and leaders with the tools to lead confidently using emotional intelligence, empowerment, and empathy as guiding principles.

Through engaging discussions, role-playing exercises, and practical strategies, participants will:

  • Develop a deeper understanding of emotional intelligence and how to harness it for stronger customer interactions.
  • Learn techniques to empower both themselves and their teams, fostering autonomy and innovative problem-solving.
  • Cultivate empathy to create customer experiences that feel personalized, genuine, and solution-oriented.
  • Gain confidence in handling difficult situations while maintaining a positive and professional approach.

Whether you’re looking to strengthen your own skills or uplift your team, this workshop will provide actionable insights and frameworks to transform customer interactions into opportunities for lasting engagement and loyalty.

Are you ready to redefine customer service excellence? Join us and take the next step toward leadership with emotional intelligence!

Early Fall Workshop

Instructor: Kristina Fox

Duration: 3 hours

Dates: October 28

Time: 1 pm to 4 pm

Cost: $60.00 plus tax

Room #: TBD

Late Fall Workshop

Instructor: Kristina Fox

Duration: 3 hours

Dates: November 8

Time: 6:30 pm to 9:30 pm

Cost: $60.00 plus tax

Room #: TBD

Refund / Withdraw Policy 

Participants wishing to withdraw must contact Student Services.

  1. Participants wishing to withdraw before the registration deadline: partial refund ($30.00 administration fee will apply).
  2. Participants wishing to withdraw after the registration deadline: no refund.
  3. Any course/workshop cancelled by the College: full refund to participants.

**Schedule and prices in effect may change without notice but we make all efforts to post on our website in a timely manner.

Registration opens September 10. Want to be notified the moment it does?

Join the waitlist

For more information:

819-778-2270 ext. 2803

sricci@cegep-heritage.qc.ca