Course Overview:
This 5-day course provided by IRES is designed to equip customer service professionals with the emotional intelligence (EI) skills they need to succeed in today’s service-driven environment. By mastering emotional intelligence participants will develop the ability to recognize understand and manage their own emotions as well as those of their customers enabling them to enhance customer interactions resolve conflicts and provide exceptional service. This course will set you up to excel in handling customer expectations with empathy and professionalism leading to higher customer satisfaction and loyalty.
Course Duration:
- 5 Days
Target Audience:
- Customer Service Representatives
- Customer Care Managers
- Sales and Support Teams
- Client Relations Officers
- Call Center Staff
- Service Delivery Professionals
Personal Impact:
- Master the key components of emotional intelligence in customer service.
- Improve communication and conflict resolution skills.
- Enhance your ability to manage emotions in high-pressure situations.
- Build stronger more positive relationships with customers.
- Develop empathy and improve customer satisfaction.
Organizational Impact:
- Increase customer loyalty and retention through better service.
- Foster a more positive and collaborative team environment.
- Improve conflict resolution strategies leading to smoother customer interactions.
- Strengthen the organization's reputation for excellent customer service.
- Reduce employee burnout by improving emotional management skills.
Course Level:
Foundation
Course Objectives:
- Understand the fundamentals of emotional intelligence and its importance in customer service.
- Develop the ability to manage both personal and customer emotions effectively.
- Learn to navigate difficult customer interactions with empathy and professionalism.
- Improve conflict resolution skills to de-escalate challenging situations.
- Strengthen communication skills for better customer engagement.
Course Outline:
Module 1: Introduction to Emotional Intelligence in Customer Service
- Key Topics:
- What is Emotional Intelligence (EI)?
- The Role of EI in Enhancing Customer Service
- Key Emotional Intelligence Competencies
- Case Study: The impact of emotional intelligence on customer service outcomes
- Activity: Group discussion on personal experiences of EI in the workplace
Module 2: Managing Personal Emotions in High-Stress Situations
- Key Topics:
- Self-Awareness and Emotional Regulation
- Stress Management Techniques for Customer Service Professionals
- Maintaining Composure in Difficult Interactions
- Real-Life Project: Identifying and managing emotional triggers in customer service
- Activity: Role-playing exercises to practice managing personal emotions during challenging customer interactions
Module 3: Developing Empathy for Better Customer Relationships
- Key Topics:
- Understanding Customer Emotions and Perspectives
- The Importance of Empathy in Customer Service
- Techniques for Active Listening and Empathy Building
- Case Study: How empathy improves customer satisfaction and loyalty
- Activity: Workshop on developing empathy in customer interactions
Module 4: Handling Conflict with Emotional Intelligence
- Key Topics:
- Using Emotional Intelligence to Manage and Resolve Conflicts
- Strategies for De-Escalating Tense Situations
- Turning Negative Interactions into Positive Outcomes
- Real-Life Project: Developing a conflict resolution strategy for a difficult customer situation
- Activity: Role-playing exercises on conflict management and resolution
Module 5: Enhancing Communication Skills with Emotional Intelligence
- Key Topics:
- Communicating with Clarity and Empathy
- Managing Difficult Conversations and Providing Constructive Feedback
- Strengthening Relationships Through Emotional Intelligence
- Case Study: Successful customer interactions through improved communication skills
- Activity: Group exercises to practice effective communication using EI principle
Related Courses
- Cross-Cultural Communication in Customer Service Training Course
- Client Management Strategies for Retention and Growth Course
- Advanced Customer Service Techniques Training Course
- Customer Service in Digital Channels Training Course
- Customer Service Management Course
- Customer Acquisition and Retention Strategies Course
Event Venue & Nearby Stays
Africa, Africa, Nairobi, Kenya
