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Emotional Intelligence at Work

1 day

What you will learn:

  • Getting and keeping customers
  • The cost of the lost customer
  • What is customer loyalty
  • Importance of integrity
  • Adding emotional value
  • Customer turnoffs
  • Moments-of-truth
  • Creating the perception of a difference
  • Listen with more than your ears
  • Dealing with dissatisfied customers
  • Finding out what customers like
  • Anticipating customer expectations
  • Behaviours that win loyal customers
  • Measuring customer satisfaction
  • Creative customer service

 

Training Overview:

‘Developing essential people skills’

Emotional Intelligence is the level of your ability to understand other people, what motivates them and how to work cooperatively with them. The four major components of emotional intelligence are self-awareness, social-awareness, self-management and relationship management. The good news is emotional Intelligence can be learned and developed.  However, it is not easy. Deep change requires the retooling of ingrained habits of thought, feeling and behavior.

Who should attend:

This training is aimed at business professionals at all levels in the organisation who would like to improve their own performance as well as that of their team. An understanding of EI is need by everyone in the organisation from receptionist up to the highest director.