ABOUT THE WORKSHOP

In addition to having product knowledge and technical skills, Emotional Intelligence (EI) is a must-have ability for customer service professionals. Emotional Intelligence consists of self-awareness, self-regulation, internal motivation, empathy and social skills. Individuals with high emotional intelligence can maintain clear lines of communication with others by understanding the other person’s feelings. In a dynamic, high-pressure work environment like a call center, customer service representatives are expected to control and manage their emotions while also tactfully ensuring customer satisfaction. This Emotional Intelligence Workshop enables participants to employ their newly-learned EI skills to provide meaningful customer support.

OBJECTIVE

Develop a sense of empathy in participants to better respond to the needs of customers in the workplace.

EMOTIONAL INTELLIGENCE

Benefits

This workshop empowers you with the ability to

  • UNDERSTANDING INTELLIGENCES

    UNDERSTANDING INTELLIGENCES

    Understand IQ and EI in the workplace

  • RAISE YOUR PERCEPTION

    RAISE YOUR PERCEPTION

    Understand two main elements of Emotional Intelligence (EI)

  • PARTS OF A WHOLE

    PARTS OF A WHOLE

    Identify and improve elements of ‘social competencies’

  • RECOGNIZE YOURSELF

    RECOGNIZE YOURSELF

    Understand the elements of ‘personal competencies’

At the completion of the Emotional Intelligence Workshop, participants will be able to do the following:

  • Identify the advantages of emotional intelligence skills in customer service

  • Navigate challenging customer interactions with emotional intelligence

  • Avoid unintentional customer support ‘faux pas’ by leading with empathy

  • Connect with customers and colleagues on a deeper, more sincere level

  • Handle customer support situations with greater efficiency and positive impact

WHO SHOULD PARTICIPATE?

This workshop is ideal for employees at all levels who seek to maximize their emotional intelligence and improve their response to  customers’ demands and inquiries. Any employee who feels that they lack in the empathy factor when it comes to serving customers can benefit from this workshop.

IDEAL NUMBER OF PARTICIPANTS

8 to 15 participants

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