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 subject 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 notwithstanding. This program is designed to mould the hearts of the participants.
Who should attend
Customer Facing Leaders, Representatives and every staff member facing customers.
Programme Fee
₦ ####### Per Participant.
Group pricing is also available
Duration
2 Days
Modules can be adjusted to fit your specific training needs and timing
Training Modules
Module 1: i–FACTORY PERSONALITY MODEL
- ① The Journey of “YOU”
- ② Why YOU act the way you do
- ③ 3 Variables that Defines YOU
Module 2: Defining and Analyzing “EMOTIONS”
- ① Understanding Emotions
- ② Emotions and Action Dynamics
- ③ Levels of Emotional Competence
- ④ The KCG Emotional Intelligence Model
Module 3:
- ① Customer Experience Management Essentials
- ② Your Customer Experience Dynamics
- ③ Aligning Customer Experience and KCG Model of Emotional Intelligence
Module 4: MANAGING DIFFERENT CUSTOMER PERSONALITY TYPE (CHOOSING YOURSELF)
- ① The C.O.I.N Model for i-F1 Customer Dynamics
- ② The C.O.I.N Model for i-F2 Customer Dynamics
- ③ The C.O.I.N Model for i-F3 Customer Dynamics
- ④ The C.O.I.N Model for i-F4 Customer Dynamics
Module 5: EMPATHY AS A CUSTOMER EXPERIENCE TOOL
- ① Understanding Empathy
- ② Utilizing Empathy
Module 6: Noble Goal Characteristics for Superior Customer Experience (GIVING YOURSELF )
- ① The Goal of customer Experience
- ② The Noble Goal of Customer Experience
- ③ Using Noble Goal as a Customer Service Standard
Learning Outcomes
In this training, participants will be able to:
- ① Recognise and understand their personality, what has informed who they have become and how it influences their communication and service style
- ② Begin to serve customers from the heart rather than from the head
- ③ Understand customer personality types and the behavioural tendencies of each type of customer
- ④ Recognise the simple strategies to deploy in handling any customer
- ⑤ Recognise ways of taking charge of customers and situations in their surroundings using their own emotional strength
- ⑥ Create a conducive environment for customers that allows transactions to thrive successfully
- ⑦ Differentiate between the Goal and Noble Goal for positive Customer Experience and begin to serve with the noble goal paradigm
- ⑧ Identify the secret to understanding customers’ communication beyond their words
- ⑨ Build better body language techniques for better customer experience management
Contact us for this in-plant training
- Address : First Floor, Front Wing, No. 19 Town Planning Way, Airtel Bus Stop, Ilupeju Anthony, Lagos.
- Phone : +234 809 630 3933 and +234 809 087 3207
- Email : ask@pausefactory.org
