The You Factor – Applying Emotional Intelligence to Customer Service

‘The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.''
– Jeff Be...

  4.7 (993 ratings)      3300 students enrolled

By: eLearninga-z        Course Category: CUSTOMER SERVICE

About This Course

  Published 2016/07/15     English

‘The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.''
– Jeff Bezos

Course Overview:
Take a moment to ask your colleagues about their most bizarre engagements with customers. Be rest assured that stories of crazy and absurd behaviours will be narrated readily. The approach you take to manage and communicate with your evolving customers is what can change a hysterical client into your organisation’s brand advocate.
Acting with Emotional Intelligence is one of the effective ways to transform an already bad situation into a great opportunity to acquire a brand ambassador.
Dalip Singh, (2001) mentioned that application of emotional intelligence enables managers and employees recognise and understand these emotions while using the skills to manage self and relationship with others in the workplace.
So in this course, you will learn about emotional intelligence and its relevance to customer service. You will realise that your own skills, attitudes, behaviour personal and professional development have a key effect on how you relate with others, including customers. This course is all about YOU.

Learning Objectives:
At the end of this course, delegates will:
• Understand how personal attitude, health and emotional state affect your ability to deliver excellent customer service.
• Learn how to plan and set targets that are needed for your own professional development.

Course Outline:
 Module 1: Emotional Intelligence and Customer Service
 Module 2: Tips on Achieving Customer Service Excellence

Target Audience/Is it right for you?
Customer Service Professionals/Individuals New to Customer Service

Competencies Addressed:
• Emotional Intelligence
• Personal Development
• Customer Service
• Goal Setting

Related Courses