Top Takeaways: - In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions. - The most fundamental part of emotional intelligence is understanding what goes on inside our minds. We have to understand our own personalities and emotions so we can understand others. - Self-awareness is knowing what you are good at and identifying your limitations. Know how to minimize your weaknesses and connect with people at a deeper level using your strengths, focus, and preferences. - Self-regulation is knowing how to manage your emotions to deal with and adapt to the environment that you are in. - Self-awareness and self-regulation help us to modulate our emotions, adjust our pace, and ask questions that enable us to better serve our customers. - Emotional Intelligence involves how you engage with clients, build empathy, read the emotional climate that you are in, and adapt. - Sympathy is not empathy. When you are being sympathetic to others, you are expressing your own emotions and taking on a superior role. Empathy is taking on an equal role and understanding things from the customer’s perspective. Quotes: "Emotional Intelligence is how you combine your thoughts with your feelings to make good quality decisions and build authentic relationships."About: Robin Hills is the Director of Ei4Change and author of The Authority Guide to Emotional Resilience in Business and The Authority Guide to Behaviour in Business. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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