Emotional Intelligence for Customer Service Staff
Emotional Intelligence also referred to as EQ, is the ability to sense, understand and effectively apply the power and acumen of your emotions and the emotions of others in order to facilitate higher levels of collaboration and productivity. Understanding the emotions of others is key for any of your staff members who communicate directly with customers. By involving your service staff in EQ training, your employees will develop the skills and knowledge to better understand your customers, how to manage their expectations and ultimately meet their needs.
It is relatively easy to teach someone about a technology or fact based subject, but in order to provide great customer service one must learn how to perceive, use, understand and manage emotions. These skills might take a life-time to master.
Emotional intelligence (EI) describes the ability, capacity, skill or, in the case of the trait EI model, a self-perceived grand ability to identify, assess, manage and control the emotions of one’s self, of others, and of groups.
The four primary components of emotional intelligence are self-awareness, self-management, social awareness and relationship Management.
Duration: Two Days
This training focuses on skill development in each of these four areas.
1. What is Emotional Intelligence
2. Four Skills in Emotional Intelligence
3. Verbal and Non-Verbal Communications Skills
4. Social Management and Responsibility
5. Tools to Regulate Your Emotion and Gain Control of your Behavior
6. Business Practices and Creating an Impact.