Customer Experience – Training CSRs in Emotional Intelligence – NJNG – Webinar Summary – 2018

New Jersey Natural Gas wants to deliver “best in class” customer service, and it trains its representatives in emotional intelligence to reach that goal. CSRs focus on self-awareness, preparation for customer reactions and understanding other perspectives. 

Kiel Thoms, Quality Coach at New Jersey Natural Gas, discussed the company’s training efforts during a 2018 Chartwell webinar.