Introduction
You have a choice on how you respond to the customer!
Emotional Quotient (EQ) is a powerful understanding of why and how we respond to a situation affecting us. Applied in the context of customer service, it helps you to know that there can be more than one response to a customer demand. You have a choice, and you are in control to decide which response is the best one at that moment.
With customers getting more educated and demanding, service professionals are required at all times to be able to handle the situations in a professional manner. To be able to continue to stay calm, professional and motivated, technical skills is no longer sufficient. Service professionals now need to build up their abilities to better understand and manage themselves. Thereafter they will be better able to work well with others and build a more effective relationship with whoever they work with.
Objectives
At the end of this workshop, participants will be able to:
- use the techniques learnt to increase their self-awareness so as to become more aware of their thoughts, feelings and actions
- apply the techniques to manage and motivate themselves when dealing with the daily stressful customers situations
- use empathic and assertiveness skills to build relationship and to communicate more effectively with customers
Outline
Introduction to Emotional Intelligence
- what is emotional intelligence?
4 things you like to know about emotional intelligence
2 dimensions of emotional intelligence
Increase Your Emotional Intelligence to Become More Effective in Your Dealing with Customers
- self-awareness
strategies to increase your self-awareness
- emotional management
the components of your emotional system
techniques to help you manage your emotions
- self-motivation
practise "SAME" for self motivation
- relationship management
enhance your empathy towards your customer for better relationship
- practise assertive communication
