Customer Service and Emotional Intelligence

Course code: 7STI-603

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Course Description

Customer Service and Emotional Intelligence course highlights the indispensable role of customer service professionals in managing customer relationships effectively. It emphasizes the significance of emotional intelligence (EQ) in understanding and responding to customer needs, fostering positive interactions, and building lasting rapport. By integrating emotional intelligence into customer service practices, organizations can enhance customer satisfaction, loyalty, and overall business success.

Program Benefits

  • Enhance their knowledge, skills, and attitudes towards customer service to improve customer handling.
  • Work towards customer satisfaction, thereby contributing to the creation and maintenance of goodwill for their organization.

Topics Covered

  • Definition of Customer, Service, and Customer Service
  • Levels of Services and Types of Customers
  • Factors Influencing Customers' Perceptions of Service Quality
  • Characteristics and Principles of Customer Service
  • Effective Communication Skills
  • Handling Difficult Customers
  • Emotional Intelligence (EQ)
  • Recognizing Customer Behaviors
  • Conflict Management with Co-workers
  • Complaint Handling and Stress Management
  • Discipline in Customer Service

Who Should Enroll?

This program is ideal for personnel seeking refresher training on customer service and the application of emotional intelligence in the workplace. It is suitable for individuals responsible for customer interactions across various institutions, organizations, and companies.

Training Methodology

The training sessions will feature brief conceptual presentations, participatory lectures using PowerPoint presentations, group discussions, exercises in groups, and case studies.

Duration: Three days (24 hours)

Delivery Date: [Insert Date]

Course Instructor: [Instructor Name] [LinkedIn Profile link] [Email]

Venue: [Insert Venue Details]

Note: The delivery date and venue details will be provided closer to the course commencement.

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