PROGRAMME OVERVIEW

THE HEART OF EXCEPTIONAL CUSTOMER EXPERIENCE

…an emotional intelligence pathway to wowing your customers

85% of workplace activities are relational and emotional while the other 15% are technical. This is true for countless workplace activities including the crafting of your Customer Experience. Customer Satisfaction is purely subjected to  Relational and Emotional engagement, Customer Facing Officers are either attending to a customer’s need,  solving an identified challenge ,  or managing a difficult customer. A staff that is empowered with Emotional Intelligence has the innate ability to manage any type of customer; their difficulties not withstanding.  This program is designed to mold the heart of the participants.

Who should attend

Customer Facing Leaders, Representatives and every staff facing customers.

Programme Fee

₦ 75,000 Per Participant. Group pricing is also available

Duration

2 Days

Modules can be adjusted to fit your specific training need and timing

Learning Outcomes

In this training, participants will be able to:

  • Recognize and understand their personality, what informed who they have become, how it influences their communication and service style
  • Begin to serve customers from the heart rather from the head
  • 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 customers, situations in their surrounding using their own emotional strength
  • Create a conducive environment for customers which allow transactions thrive successfully
  • Differentiate between the Goal and Noble Goal for positive Customer Experience 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 experience management

Module 1: i–FACTORY PERSONALITY MODEL

  • The Journey of “YOU”
  • Why YOU act the way you do
  • 3 Variables that Defines YOU

Module 2: Defining and Analyzing “EMOTIONS”

  • Understanding Emotions
  • Emotions and Action Dynamics
  • Levels of Emotional Competence
  • The KCG Emotional Intelligence Model

Module 3: 

  • Customer Experience Management Essentials
  • Your Customer Experience Dynamics
  • Aligning Customer Experience and KCG Model of Emotional Intelligence

Module 4: MANAGING DIFFERENT CUSTOMER PERSONALITY TYPE (CHOOSING YOURSELF)

  • 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 EXPERIENCE TOOL

  • Understanding Empathy
  • Utilizing Empathy

Module 6: Noble Goal Characteristics for Superior Customer Experience (GIVING YOURSELF )

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

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Contact us for this in-plant training

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