Articles - Emotion

Emotion plays a major role in every customer interaction, influencing both satisfaction and loyalty. This hub of expert articles, practical guidance, and real-world examples looks at how advisors can recognise, respond to, and manage emotion during conversations. Learn how to handle emotional customers with empathy and professionalism, while maintaining confidence and control. You’ll also find advice for leaders on supporting advisors through emotional calls and creating a workplace culture that values understanding and emotional resilience.