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Emotional intelligence

About

IN A NUTSHELL:

  • An introduction to emotional intelligence testing.
  • A group discussion on the effect of emotional intelligence on customer service in a given scenario.
  • Two short group activities on empathy and apathy.

AIMS:

  • To discuss the different factors involved in emotional intelligence.
  • To identify how to use empathy with customers.
  • To recognise customers’ needs and how we can use emotional intelligence to deliver good service.

TIME

1 hour.

Group Size:

Ideally up to 12 people per session. Training materials are fully reusable.

USEFUL FOR:

Staff of all levels, who have customer service responsibility.

YOU’ll NEED

  • Trainer packs and handouts.
  • Sticky notes. Source your own.

LANGUAGES:

If you would like these training materials translated into another language, please contact us for a quote.

Downloads

 

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