PROGRAMME OVERVIEW

OPTIMIZING CUSTOMER SERVICE WITH EMOTIONAL INTELLIGENCE

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’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.

Who should attend

Customer Service Leaders, Representatives and every customer facing staff

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 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

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

A CROSS SECTION OF OUR CLIENTELE

Contact us for this in-plant training

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