Emotionally intelligent customer service

Confident young businessman discussing with female colleague in office

Emotionally intelligent customer service

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.

Full details below or download workshop outline.

Workshop objectives
This workshop will help participants:

  • 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
Who should attend?
Those working within customer-centred or service-based organisations with the accountability for representing their organisation on a day-to-day basis, whether face-to-face, on the phone and or in written communication (email, social media, blogs, etc).

Format
A very practical, interactive one-day session for a maximum group size of 12. There are lots of different activities throughout the day – group exercises, ‘table-top’ activities, critiquing of real-life calls / video clips, quizzes, practice activities and scenarios – as well as a number of formal inputs from the trainer.

The style is very facilitative and learner-centred, taking into account the needs and preferences of the group on the day whilst at the same time delivering the programme as agreed with the client in order to meet the specified learning objectives.

Special features
The majority of the training we deliver is either tailored or completely bespoke. This workshop can therefore be delivered entirely as advertised, or it can be tailored to your particular requirements, or we can simply take it as a starting point for a conversation with you before we draft a completely bespoke programme for you – the choice is yours. As a rule, there is no additional charge for this service.

Expert trainer
Jocelyn is a highly experienced and very popular management, personal effectiveness and customer service trainer / coach / consultant. After fifteen years as a training manager within blue-chip organisations such as Motorola and Thorn EMI, she established her own consultancy in 1998. A passionate advocate of training for a reason, Jocelyn has a practical approach to training which focuses on giving participants and organisations relevant knowledge and skills improvement which is immediately transferable to the workplace.

A published author of training materials (including Contact Centre Management), her many clients cover an impressive range of sectors, including manufacturing, telecoms, retail, film and music, local authorities and universities. Equally impressive is their appreciation of her work, as the following comments show:

‘I would like to take the opportunity to thank you for the recent telephone training course that you prepared and tutored for my Customer Services Department. The content was well received, and accurately reflected the day to day issues that occur on a busy desk. I have since reorganised the department to take advantage of the new professionalism… and it has made a big difference. Given the success of the proactive telephone selling course you prepared and ran for me a few years ago … I just knew it would be a success.’ – Philips

‘This was clearly an excellent course. It really brought the best out of the managers. You’ve given them a foundation for the rest of their working lives.’ – PPL

‘I would like to take the opportunity of thanking you for the way you worked with us to make a great success of the induction programme for the Centre. It was a pleasure working with you in partnership.’ – One 2 One

Workshop outline

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 Pulling it all together

  • Setting emotionally intelligent personal goals and targets
  • Personal learning summary and action plans


Any questions? Please just give us a call on 01582 714285 – we’re here to help!