Introduction

Providing customer service with emotional intelligence is the difference between the ho-hum, routine service and superlative service. Customers who experience an emotionally intelligent interaction with a service provider are not only satisfied but are intensely loyal. This is because emotional intelligence skills create a connection or bond between the company and the customer.

Employees who are emotionally intelligent are skillful in managing oneself (Emotional Awareness, Emotional Control, Self Motivation) and that of others (Awareness of others’ emotion, Building positive relationship).

This programme aims at providing the participants with the knowledge, skills & tools on how to leverage Emotional Intelligence to connect and build positive relationship with customers in service environment.

Who Should Attend

All service personnel

Participants will learn

• Practical steps to instantly improve customer interactions and build immediate rapport.
• Self management techniques to manage and emotions and create positive emotions.
• Interactive role-playing to fully understand the customer experience
• Relationship building techniques, including skills to cement the customer connection
• Relationship do’s and don’ts – scenarios and how to implement
• Practical steps on how to turn knowledge and skills into habits.

Methodology

The programme will be conducted using a combination of lectures, discussion, Case Studies and Role Plays.

Typical duration is 2 Days (9am – 5pm)