Details

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BUILDING EMOTIONAL RESILIENCE FOR SERVICE PROVIDER
Duration: 2 Days
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm

INTRODUCTION
Have you ever encountered a customer shouting at the top of their voice and cursing at you for a problem not created by you? While some of us can tolerate this as part of our job ever wondered how others are able to handle the situations better and calmer?

The key lies on our ‘Emotional Resilience (EQ)” and not only on our IQ alone. Having a higher level of EQ means having the ability to recognize your behaviors, moods, impulses & manage them in a positive way. So instead of over-reacting and over-compensating when things don’t go as planned, you are much better equipped to understand the effects of your own emotions affecting you at any given moment.

EQ is a skill that can be developed, you can get better at it with training and practice. It allows you to read the personality style of individuals and adjust your communications accordingly without being controlled by your underlying emotions. With enhanced emotional intelligence training skills, your efficiency in handling customers improves exponentially.

This training course is crucial for those who are required to handle customers from all walks of life. It covers the first two quadrants of the EQ model where it you will find out how you are able to manage yourself especially your emotions better and by doing so, you are able to be more productive and enjoy your current role in customer service better.

LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:

• Understand the difference of EQ and IQ and the importance of EQ in Customer Service
• Identify their emotions and the methods to calm themselves
• Develop methods to cope with their emotions and improve themselves in managing customers effectively.
• Develop a customer service goal and commitment to improve their level of service

KEY CONTENT
Module 1: Emotional Intelligence (EQ)

• What is EQ
• Importance of EQ in Customer Service
• EQ vs IQ
• The EQ Test
• The EQ Quadrants

 
Module 2: Self-Awareness

• What is self-awareness
• Emotional- awareness
• Self-assessment
• Self-confidence

Module 3: Self-Management

• Self-control
• Transparency
• Managing self
• Achievement orientation
• Initiative

TARGET AUDIENCE

• Customer Service Executive aspiring to become a Team Leader
• Newly promoted Team Leader or Manager who need to learn how to balance between staff and customers issues very often as part of their daily job role.
• Anyone who handles customers on a daily basis where interaction is constant

METHODOLOGY
The method of learning would include:

• Classroom training
• Video presentation
• Role play and case studies
• Story sharing and games