This week marks Customer Service Week, a global celebration that highlights the vital role customer service plays in organizational success.

The event emphasizes businesses’ continuous dedication to creating a culture centered on customer satisfaction and seamless service delivery.

A Global Movement of Excellence

Customer Service Week, established in 1992 by a U.S. Congressional proclamation, has evolved into a worldwide event that unites businesses across industries.

The 2025 theme, “Mission: Possible,” captures the spirit of going above and beyond to exceed customer expectations and turn everyday challenges into opportunities for meaningful connection.

Empowering Professionals Through Training

In line with this theme, the Chartered Institute of Sales and Customer Services Management (CISCSM) organized a six-day virtual workshop titled “Communication that Connects: Listening, Understanding and Responding Effectively.”

The workshop equips professionals with the skills to deliver exceptional service, strengthen customer relationships, and transform service challenges into opportunities that fuel growth and loyalty.

Understanding Changing Consumer Dynamics

Executive and leadership coach, Ucochi Ossasi, in her session on Day 1, explained that consumer dynamics have changed because customers are now more aware, informed, and demanding.

“They want connection, communication, and understanding,” she said.

“Today, we’re looking at communication that connects — listening, understanding, and responding effectively.

Years ago, all we did was produce a good product and sell it. But now, customers want to be heard and understood.”

Emotional Intelligence as the New Service Tool

Ossasi highlighted that modern customers demand more than quality products; they seek emotional connection.

“We’re going to look at the role of emotional intelligence in customer service and sales.

Communication is no longer just about what you say — it’s about your tone, your body language, and how you express yourself.

Emotional intelligence is communication in action.”

Building Lasting Relationships Through Empathy

She stressed that emotional intelligence bridges the gap between meeting targets and building relationships.

“In our drive to meet targets, we often focus on sales volume.

But what matters more is having repeat sales and loyal customers.

Without emotional intelligence, we cannot thrive in today’s volatile, uncertain, complex, and ambiguous environment.”

From Transactions to Loyalty

Ossasi explained that genuine connection transforms transactions into loyalty.

“When customers feel listened to — not just when you think you have communicated — they become more than buyers; they become advocates for your brand.”

Connecting Beyond Products

She emphasized that emotions influence purchasing decisions.

“Think about a bus vendor who connects with people emotionally — before you know it, people are buying.

That’s because he connected to something deeper than the product.

That’s why someone said, ‘I can sell ice to an Eskimo.’”

Rethinking the Way Businesses Communicate

Ossasi urged professionals to rethink communication strategies.

“We are solving emotions, not just problems.

Communication is the bridge that connects your success as a business with your customers’ needs.

It’s not just about sharing information; it’s about sharing it strategically.”

The Power of Self-Regulation and Empathy

She underscored self-regulation as a crucial pillar of emotional intelligence.

“When you’re angry, upset, or tired, learn to manage your emotions.

Recognize your client’s emotions they’re upset because their needs have not been met.”

Silence and Reflection in Customer Service

Finally, Ossasi revealed the power of silence and reflective communication.

“Respond reflectively, not reactively. Effective responding is empathetic responding.

When you empathize with a customer’s feelings, your response resonates with their pain points — and that’s how you win a customer for life.”