The age profile of those operating in customer service roles in the United Kingdom is between 18 and 40, yet the customer bases they serve can range from 16 (or less) to 80 (or more). And a customer’s age is just one of many differentiators that can affect their requirements and expectations. Having the dexterity to accommodate the different expectations, preferences, styles, needs and behaviours of the full range of customer types requires emotional intelligence. This programme starts participants on a programme of awareness of the impact of their own interpersonal interactions and their plans for development in dealing with the everyday situations they encounter with customers.
- Understand their own values and beliefs about the work environment
- Consider how we transmit intentions and expectations to others
- Read the signs they are receiving during customer interactions
- Empathise with the situation, demonstrating understanding of their situation
- Review language and the impact it has on the message
- Achieve lasting solutions whilst developing loyalty from the customer
Expert trainer
Scott focuses on helping people to understand people. People make purchases, people sell to people. Even internet selling platforms are designed by people. People want to be happy when they make their purchase. Scott applies positive psychology techniques to his training and encourages participants to build on their core strengths and attributes.
Session outline
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
1. Exploring emotional intelligence
- The development of emotional intelligence
- The mental processes
- Triggers and responses
- Signs and signals
- Emotions and responses
2. Recognising the signs in others
- Visual clues – how body language speaks volumes
- Facial muscles and the impact on voice tone
- Emotional reactions – the scale of rising emotions
- Understanding the other’s point of view
3. Recognising the signs in ourselves
- Recognising our reactions
- Depersonalising the response
- Using rapport to build relationships
- Taking accountability
4. Achieving outcomes
- The results gained from emotionally intelligent encounters
- Gaining satisfaction
- Developing empathy – walking in the customer’s shoes
- Resolving issues so they stay resolved
- Reducing escalations and achieving thanks
5. Destressing and ‘off-loading’
- Mindfulness and wellbeing
- Coping strategies for stressful encounters
- Growing optimism – there’s always a solution
- Recognising progress
- Coaching others
6. Close
- Setting emotionally intelligent personal goals and targets
- Personal learning summary and action plans
