Airbnb's Emotional Intelligence Under Pressure
Use emotional intelligence to navigate high-pressure situations effectively.
{"company":"Airbnb","sections":[{"label":"Situation","title":"The problem","body":"In 2020, during the peak of the pandemic, Airbnb faced a 300% increase in customer support requests, leading to a backlog of 10,000 unresolved tickets. Customers were frustrated and confused about cancellation policies, threatening customer trust and future bookings."},{"label":"Decision","title":"What they did","body":"Instead of simply ramping up responses, the leadership team implemented a training program focused on emotional intelligence for customer service representatives. They empowered agents to spend extra time empathising with customers' situations and providing personalised solutions, even if it meant longer call times."},{"label":"Outcome","title":"The result","body":"As a result, Airbnb reduced the backlog of unresolved tickets by 85% within three months, from…
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