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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.
85% of workplace activities are relational and emotional while the other 15% are technical. This is true for countless workplace activities including Customer Servicing. Customer Satisfaction is purely subjected to Relational and Emotional engagement, Customer Service Officers are either attending to a customer need, solving an identified challenge , or managing an difficult customer. A staff that is empowered with Emotional Intelligence has the innate ability to manage any type of customer.



Module 1: i–Factory Personality Model

  • Who are you?
  • Why you act the way you do
  • 3 Variables that Defines YOU

Module 2 Defining and Analyzing “EMOTIONS”

  • Emotion as a process
  • The Equation of Emotion
  • Levels of Emotional Competence
  • The Cycle of Emotions
  • The Cognition of Emotional Intelligence

Module 3

  • 123-KCG Emotional Intelligence Model
  • Aligning Customer Service and KCG Model of Emotional Intelligence

Module 4: Managing Different Customer Personality Type

  • The C.O.I.N Model for i-F1 Customer Dynamics
  • The C.O.I.N Model for i-F2 Customer Dynamics
  • The C.O.I.N Model for i-F3 Customer Dynamics
  • The C.O.I.N Model for i-F4 Customer Dynamics

Module 5: Empathy as a Customer Service Tool

  • Understanding Empathy
  • Using Empathy

Module 6 Noble Goal Characteristics for Superior Customer Servicing

  • The Goal of customer Servicing
  • The Noble Goal of Customer Servicing
  • Using Noble Goal as a Customer Service Standard

Value Proposition

After completing this training, participants will:

  • Recognize and understand their personality, what informed who they have become, how it influences their service style
  • Begin to serve customers from the heart
  • Understand customer personality types and the behavioral tendencies of each type of customer
  • Recognize the simple strategies to deploy in handling any type of customer
  • Recognize ways of taking charge of their immediate surrounding using their own emotional strength
  • Create a conducive environment for customers which allow transactions thrive successfully
  • Differentiate between the Goal and Noble Goal of Customer Servicing and begin to serve with the noble goal paradigm
  • Identify the secret to understanding customers communication beyond their words
  • Build better body language techniques for better customer relationship management

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Apply for Course34 SEATS LEFT
  • 2 days
  • 34 SEATS
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