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 subject 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
₦ ####### 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 Who are you?
- ② Why do you act the way you do
- ③ 3 Variables that Define YOU
Module 2: Defining and Analysing “EMOTIONS”
- ① Emotion as a process
- ② The Equation of Emotion
- ③ Levels of Emotional Competence
- ④ The Cycle of Emotions
- ⑤ The Cognition of Emotional Intelligence
Module 3:
- ① 123-KCG Emotional Intelligence Model
- ② Aligning Customer Service and the KCG Model of Emotional Intelligence
Module 4: Managing Different Customer Personality Type
- 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 Service Tool
- ① Understanding Empathy
- ② Using Empathy
Module 6: Noble Goal Characteristics for Superior Customer Servicing
- ① The Goal of customer Servicing
- ② The Noble Goal of Customer Servicing
- 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 service style
- ② Begin to serve customers from the heart
- ③ Understand customer personality types and the behavioural tendencies of each type of customer
- ④ Recognise the simple strategies to deploy in handling any type of customer
- ⑤ Recognise ways of taking charge of their immediate 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 of Customer Servicing 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 relationship 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
