Service with a Soul: Unlocking Emotional Intelligence for Customer experience

Date: July 25th, 2024 | Time: Starts by 9am

Service with a Soul: Unlocking Emotional Intelligence for Customer Experience.

Course Description: In today’s competitive business landscape, exceptional customer service is a game-changer. “Service with a Soul” is a transformative one-day online training program designed to empower customer service staff with the essential tools of emotional intelligence. This course goes beyond the basics of customer interactions to delve into the heart of what truly creates memorable experiences.

With a focus on empathy, connection, and understanding, “Service with a Soul” equips participants with the skills and knowledge to establish authentic connections, diffuse difficult situations, and exceed customer expectations. Through engaging exercises, practical techniques, and real-world examples, this course provides a deep dive into emotional intelligence principles tailored specifically for customer service professionals.

Learning Outcomes: By the end of the course, participants will be able to:

Develop a heightened sense of self-awareness and understand the impact of emotions on customer interactions.
Cultivate empathy and active listening skills to connect with customers on a deeper level.
Apply emotional intelligence techniques to manage and navigate challenging customer situations with grace and professionalism.
Harness emotions as a strategic tool to enhance customer satisfaction, loyalty, and retention.
Create a positive and inclusive service culture that fosters customer delight and long-term relationships.
Utilize emotional intelligence to effectively handle customer complaints, turning them into opportunities for growth and resolution.
Build resilience and self-care practices to manage stress and maintain a positive mindset during demanding customer interactions.

Course Modules:

Module 1: Introduction to Emotional Intelligence in Customer Service

The importance of emotional intelligence in customer service
Understanding your own emotional triggers and response

Module 2: Empathy and Active Listening

Developing empathy for customers’ needs and emotions
Mastering active listening techniques to create meaningful connections

Module 3: Emotional Intelligence for Challenging Situations

Managing and defusing difficult customer interactions
Handling complaints and conflicts with emotional intelligence

Module 4: Emotional Intelligence for Customer Delight

Leveraging emotions to exceed customer expectations
Building rapport and trust through emotional connections

Module 5: Creating a Service Culture with a Soul

Establishing a positive and inclusive service culture
Fostering teamwork and collaboration for exceptional customer service

Module 6: Resilience and Self-Care in Customer Service

Managing stress and maintaining emotional well-being
Practicing self-care techniques for sustained high performance

Course Format:

One-day online training program
Engaging live sessions with experienced instructors
Interactive discussions, case studies, and group activities
Access to course materials and resources for future reference

Join “Service with a Soul: Unlocking Emotional Intelligence for Customer experience” to provide remarkable customer service experiences that go beyond expectations. Together, let’s create a service culture that leaves a lasting impact on both customers and your organization.