Training and Motivational Experts

Customer Intelligence

The Customer Intelligence training course equips you with the tools and skills to enhance your own Emotional Intelligence as well as that of your fellow team members, improve your inter-personal skills, communication skills and enables you to deal with conflict in an effective manner. It will equip you with tools to manage yourself and your team in an emotionally intelligent manner.

Customer Service is not a department, but an attitude. Customer service is the ability to provide a service or product in the way that it has been promised and then aiming to exceed the customer’s expectations. The course will also focus on Internal customer care and getting your organization and team to work together.


Who should attend?

  • All Levels of Employees

Training Outline

Emotional Intelligence

  • What is Emotional Intelligence
  • Origins of the Concept
  • The Five Domains of EQ
  • The Ability-Based Model
  • Characteristics of Emotional Intelligence
  • How to Improve Your Emotional Intelligence

Emotional Intelligence, Self-Awareness and Self-Management

  • EQ and the Characteristics of a High Vs. Low EQ
  • What to Do with Your Emotions
  • Johari Window for Increased EQ

Emotional Intelligence and Inter-Personal Relationships

  • Comparison of Sympathy with Empathy
  • Practical Empathetic Communication
  • Managing Anger in Yourself and Others
  • How to Calm Down Angry People
  • Coping with Confrontation
  • The Seven Habits of Highly Effective People®

Emotionally Intelligent Communication Skills

  • What is Communication
  • The Communication Process
  • Types of Communication
  • Non-Verbal Behaviours for Effective Communication
  • Barriers to Communication
  • Active Listening
  • Feedback
  • Steps to Provide Feedback in Difficult Conversations

Transactional Analysis As a Communication Tool

  • Transactional Analysis
  • Philosophy of TA

The Importance of Customer Service

  • What is Excellent Customer Service?
  • Customer Service Principles to Deliver Excellent Customer Service
  • Most Important Elements of Service Delivery According to Customers
  • Common Principles in Delivering Exceptional Customer Service
  • Do’s of Customer Service
  • Nothing is Sweeter Than Your Own Name
  • Customer Service Staff Key Competencies
  • How to Resolve and Track Complaints
  • Facilitate Process Improvements for Repeat Problems
  • The Top 10 Errors that Lead to Repeat Calls
  • Moments of Truth – A Customer Care Process

Internal Customer Care

  • Internal Customer Service: Getting Your Organization to Work Together
  • Benefits of Exceptional Internal Customer Service
  • How to Create Great Teamwork and Avoid Silo’s
  • 10 Ingredients for a Highly Effective Team

Modern Telephone Management Skills

  • Telephone Etiquette and Powerful Telephone Tips
  • Answering Calls
  • Making Calls
  • DO’s of Good Telephone Etiquette
  • DONT’s of Good Telephone Etiquette
  • Zero Tolerance Examples

 

Additional Info

  • Course Duration: 2 Days
  • Includes: Comprehensive manual | Framed certificate of attendance | Notepad | Pen
  • In-house Training: Contact Us
  • Public Courses: Book 4 or more delegates from the same company and receive 10% discount.
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Prefer to talk to someone?

If you have questions about our training programmes, or simply need more information, call us on:
010 110 0226/7 (Gauteng) or
062 693 6681  / 061 695 2316 (Western Cape)