From The Archives: 171: Fireside with Sandra Thompson

From The Archives: Specials: Fireside 11Sandra Thompson comes to share her significant expertise on Emotional Intelligence and its importance in our ability to serve customers. We break EI away from Empathy, and talk about some of the elements of EI. After we finished recording, Sandra also mentioned a workshop she runs using Riders and Elephants, a brilliant resource to help businesses build emotional intelligence. Sandra also mentioned Dr. Daniel Goleman and his insights on the topic of EI, which I highly recommend you check out.  In passing, I also talked briefly about a notion of walking alongside our emotions that I'd heard in a TEDTalk, but couldn't recall this one. I found it. It is Susan David talking about Emotional Courage. Support the Show.

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Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.