August 2017

You Can Also Find Out About Becoming an Emotional Intelligence Certified Coach With Us

Exceptional Customer Service

OVER VIEW

There is no gainsaying that outstanding Customer Service leads to customer satisfaction, repeat business, increased sales, customer retention, customer loyalty and eventually customer advocacy; and no matter how much we repeat this, it can never become a cliché because it is an undoubtable fact.

We believe that customer service is a culture that resonates from the way phones are answered, to the way a visiting customer is treated from the gate by the Security men all the way to the Pent-House by the Managing Director; everyone and everything we do reflects on customer satisfaction or dissatisfaction.

This training will be aided with pictures, videos, case-studies and role-plays.

VALUE PROPOSITION

At the end of this training participants will be able to:

• Recognize how one’s attitude affects service standards
• Explain what customer service means in relation to internal & external customers
• Master ways to develop & maintain a positive customer focused attitude
• Develop needs analysis techniques to better address customer needs
• Recognize ways of taking charge of their immediate surrounding
• Apply outstanding customer service techniques to generate return business
• Identify the weight of the three different communication mediums
• Build better body language techniques for better relationship management
• Practice techniques for developing good will through in-person customer service
• Formulate take away techniques for service excellence over the phone
• Gain insight to connecting with customers online
• Master techniques for dealing with difficult customers
• Acquire tools for recovering difficult customers

MODULES/UNITS

Module 1 Introduction to Customer Service

• Who are customers?
• What is customer Service?
• Who provides customer service?

Module 2: Customer Service Oriented Attitude

• Where attitude lies
• Why attitude matters
• Creating a positive first impression

Sustaining a positive energy

Module 3: Meeting the Customer’s Needs

• Comprehending the Customer’s Need
• Openness as a Critical Understanding Factor
• The need common to every customer and how to deliver it
• Creating a positive lasting impression

Module 4: Person to Person Customer Service

• Your Desk; Your Zone
• Managing multiple customer request
• The tripartite communication medium; the weight; the effect.
• The “Integrity of Communication”
• Body Language as a winning tool
• Aggressive-Assertive-Passive

Module 5: Over The Phone Customer Service

• The telephone disadvantage
• The Power of Tone
• Telephone Etiquette
• General Telephoning tips

Module 6: Electronic Customer Servicing

• The E-Mailing disadvantage
• The E-Mailing Advantage
• The Do’s and Don’ts of Emailing
• General Tips of Emailing

Module 7: Managing and Recovering Difficult Customers

• Types of Difficult Customers
• The Rules of De-Escalating Customer’s Anger
• Building Rapport
• Establishing Common Ground
• Generating alternative solutions

Module 8: Achieving Customer Service with  Emotions Intelligence

WHO CAN ATTEND?

Every member of an organization seeking to improve her brand through better customer relationship

For Details:

08090873207 | 08096303933 | 09071292791 | 08097374698

ask@pausefactory.org | teslim@pausefactory.org | bisi@pausefactory.org | maria@pausefactory.org

OVERVIEW

Click Here to register http://pausefactory.org/event-register/

VALUE PROPOSITION

You, your staff or workers in your organization would need this training if the following describes you or them:

Individuals who know they can achieve more in work/life but find it difficult to do what is required of them.

Individuals whose work, results and achievements are being undermined by their aggressive communication style, anger issues and other forms of emotional weaknesses.

Individuals who are are kind-hearted and find it difficult to stand their ground and say no when it is required resulting in poor performance and results.

Individuals who are considered achievers but find it difficult to relate to certain types of people in their work/life and this is affecting some important aspect of their life and results at work.

Individuals who are highly driven but cannot really manage some emotions that are toxic for workplace and relationships.

Individuals who have identified a consistent pattern of negative emotions that are affecting their results and relationships.

Individuals who need to empower their ability to choose the lifestyle that is healthy for their well being.

Individuals who are not happy, do not feel fulfilled, do not feel satisfied with their efforts.

Individuals who find it difficult to accept other people’s ideas and always prefer to work alone in order to achieve results..

At the end of this training participants will be able to:

• Recognize and understand their personality, what informed who they have become, how it influences their productivity and the effect on co-workers.
• Become aware of their Emotional Quotient, how it affects their day to day result and furthermore begin to increase it.
• Begin to effectively manage and regulate their emotions to make sure they don’t disrupt their behavior and vastly increase their productivity.
• Understand others people’s feelings when interacting with them and become a trusted person in their network for a more healthy work environment.
• Understand others’ needs systematically and respond accordingly to get maximum results in their interactions with them.
• Establish rapport with others and improve the effectiveness of their communication
• Become aware of the Emotional Darts that flies around the workplace and become equipped to deal with them. This model can be deployed for any category of staff in any department at any level. We manage the communication style and content to fit the participants.

During the course of the 2 days we will debrief your personality type and brain style, unlock your emotional intelligence capabilities and empower you with day to day strategies that is fit for you and your circumstances.

Click Here to register http://pausefactory.org/event-register/

• Know Your Self Clearly seeing what you feel and do. Emotions are data, and these competencies allow you to accurately collect that information.

• Choose Your Self Doing what you mean to do. Instead of reacting “on autopilot,” these competencies allow you to proactively respond.

• Give Yourself These competencies allow you to put your vision and mission into your daily activities so you relate and lead on

Venue|Date|Time

19 Town Planning Way, Airtel Bus Stop, Ilupeju Lagos

December 13 14, 2018 (Early Bird December 7th)

09:00 am – 04:00 pm

WHO CAN ATTEND?

Designed for Organizational Staff at all levels requiring improvement in effectiveness, relationships, quality of life and well being.

Click Here to register http://pausefactory.org/event-register/

Details

What does it mean to “grow”? What are the key ingredients for personal & professional growth… for adults and for children? What makes it work best, and how do emotions help (and hold us back)?

Join us in this insightful, interactive EQ Cafe to practice emotional intelligence as we discover answers to these important questions, and see how to use “emotional intelligence” as a powerful ingredient for “growing on the inside” and building our capacity for flourishing.

Click Here to register http://pausefactory.org/event-register/

You will learn:

• The meaning of growth for success (let’s define success …)
• How EQ supports personal and professional growth
• What does it mean to grow as a society and world, and how could we do so?

Who: Anyone interested in practicing emotional intelligence — for themselves, at work/home/school or as a coach/trainer/educator.

What: Free Training

When: December 14th, 2018, from Time 4:00-7:00 PM

Where: 19 Town Planning Way, Airtel Bus Stop, Ilupeju Lagos.

How: Save your space by Registering

Questions: Please email Six Seconds’ Preferred Partner and Network Leader, Jeff East, enahoro@pausefactory.org 

Location: 19, Town Planning Way, Airtel Bus Stop, Ilupeju Lagos

Click Here to register http://pausefactory.org/event-register/

You Can Also Find Out About Becoming an Emotional Intelligence Certified Coach With Us

Exceptional Customer Service

OVER VIEW

There is no gainsaying that outstanding Customer Service leads to customer satisfaction, repeat business, increased sales, customer retention, customer loyalty and eventually customer advocacy; and no matter how much we repeat this, it can never become a cliché because it is an undoubtable fact.

We believe that customer service is a culture that resonates from the way phones are answered, to the way a visiting customer is treated from the gate by the Security men all the way to the Pent-House by the Managing Director; everyone and everything we do reflects on customer satisfaction or dissatisfaction.

This training will be aided with pictures, videos, case-studies and role-plays.

VALUE PROPOSITION

At the end of this training participants will be able to:

• Recognize how one’s attitude affects service standards
• Explain what customer service means in relation to internal & external customers
• Master ways to develop & maintain a positive customer focused attitude
• Develop needs analysis techniques to better address customer needs
• Recognize ways of taking charge of their immediate surrounding
• Apply outstanding customer service techniques to generate return business
• Identify the weight of the three different communication mediums
• Build better body language techniques for better relationship management
• Practice techniques for developing good will through in-person customer service
• Formulate take away techniques for service excellence over the phone
• Gain insight to connecting with customers online
• Master techniques for dealing with difficult customers
• Acquire tools for recovering difficult customers

MODULES/UNITS

Module 1 Introduction to Customer Service

• Who are customers?
• What is customer Service?
• Who provides customer service?

Module 2: Customer Service Oriented Attitude

• Where attitude lies
• Why attitude matters
• Creating a positive first impression

Sustaining a positive energy

Module 3: Meeting the Customer’s Needs

• Comprehending the Customer’s Need
• Openness as a Critical Understanding Factor
• The need common to every customer and how to deliver it
• Creating a positive lasting impression

Module 4: Person to Person Customer Service

• Your Desk; Your Zone
• Managing multiple customer request
• The tripartite communication medium; the weight; the effect.
• The “Integrity of Communication”
• Body Language as a winning tool
• Aggressive-Assertive-Passive

Module 5: Over The Phone Customer Service

• The telephone disadvantage
• The Power of Tone
• Telephone Etiquette
• General Telephoning tips

Module 6: Electronic Customer Servicing

• The E-Mailing disadvantage
• The E-Mailing Advantage
• The Do’s and Don’ts of Emailing
• General Tips of Emailing

Module 7: Managing and Recovering Difficult Customers

• Types of Difficult Customers
• The Rules of De-Escalating Customer’s Anger
• Building Rapport
• Establishing Common Ground
• Generating alternative solutions

Module 8: Achieving Customer Service with  Emotions Intelligence

WHO CAN ATTEND?

Every member of an organization seeking to improve her brand through better customer relationship

For Details:

08090873207 | 08096303933 | 09071292791 | 08097374698

ask@pausefactory.org | teslim@pausefactory.org | bisi@pausefactory.org | maria@pausefactory.org

OVERVIEW

Click Here to register http://pausefactory.org/event-register/

VALUE PROPOSITION

You, your staff or workers in your organization would need this training if the following describes you or them:

Individuals who know they can achieve more in work/life but find it difficult to do what is required of them.

Individuals whose work, results and achievements are being undermined by their aggressive communication style, anger issues and other forms of emotional weaknesses.

Individuals who are are kind-hearted and find it difficult to stand their ground and say no when it is required resulting in poor performance and results.

Individuals who are considered achievers but find it difficult to relate to certain types of people in their work/life and this is affecting some important aspect of their life and results at work.

Individuals who are highly driven but cannot really manage some emotions that are toxic for workplace and relationships.

Individuals who have identified a consistent pattern of negative emotions that are affecting their results and relationships.

Individuals who need to empower their ability to choose the lifestyle that is healthy for their well being.

Individuals who are not happy, do not feel fulfilled, do not feel satisfied with their efforts.

Individuals who find it difficult to accept other people’s ideas and always prefer to work alone in order to achieve results..

At the end of this training participants will be able to:

• Recognize and understand their personality, what informed who they have become, how it influences their productivity and the effect on co-workers.
• Become aware of their Emotional Quotient, how it affects their day to day result and furthermore begin to increase it.
• Begin to effectively manage and regulate their emotions to make sure they don’t disrupt their behavior and vastly increase their productivity.
• Understand others people’s feelings when interacting with them and become a trusted person in their network for a more healthy work environment.
• Understand others’ needs systematically and respond accordingly to get maximum results in their interactions with them.
• Establish rapport with others and improve the effectiveness of their communication
• Become aware of the Emotional Darts that flies around the workplace and become equipped to deal with them. This model can be deployed for any category of staff in any department at any level. We manage the communication style and content to fit the participants.

During the course of the 2 days we will debrief your personality type and brain style, unlock your emotional intelligence capabilities and empower you with day to day strategies that is fit for you and your circumstances.

Click Here to register http://pausefactory.org/event-register/

• Know Your Self Clearly seeing what you feel and do. Emotions are data, and these competencies allow you to accurately collect that information.

• Choose Your Self Doing what you mean to do. Instead of reacting “on autopilot,” these competencies allow you to proactively respond.

• Give Yourself These competencies allow you to put your vision and mission into your daily activities so you relate and lead on

Venue|Date|Time

19 Town Planning Way, Airtel Bus Stop, Ilupeju Lagos

December 13 14, 2018 (Early Bird December 7th)

09:00 am – 04:00 pm

WHO CAN ATTEND?

Designed for Organizational Staff at all levels requiring improvement in effectiveness, relationships, quality of life and well being.

Click Here to register http://pausefactory.org/event-register/

Details

What does it mean to “grow”? What are the key ingredients for personal & professional growth… for adults and for children? What makes it work best, and how do emotions help (and hold us back)?

Join us in this insightful, interactive EQ Cafe to practice emotional intelligence as we discover answers to these important questions, and see how to use “emotional intelligence” as a powerful ingredient for “growing on the inside” and building our capacity for flourishing.

Click Here to register http://pausefactory.org/event-register/

You will learn:

• The meaning of growth for success (let’s define success …)
• How EQ supports personal and professional growth
• What does it mean to grow as a society and world, and how could we do so?

Who: Anyone interested in practicing emotional intelligence — for themselves, at work/home/school or as a coach/trainer/educator.

What: Free Training

When: December 14th, 2018, from Time 4:00-7:00 PM

Where: 19 Town Planning Way, Airtel Bus Stop, Ilupeju Lagos.

How: Save your space by Registering

Questions: Please email Six Seconds’ Preferred Partner and Network Leader, Jeff East, enahoro@pausefactory.org 

Location: 19, Town Planning Way, Airtel Bus Stop, Ilupeju Lagos

Click Here to register http://pausefactory.org/event-register/