Emotional intelligence

IN THIS MODULE:

• 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:

This exercise should take approximately 1 hour.

Group Size:

Ideally, 4-12 people per session.

USEFUL FOR:

Staff of all levels, who have customer service responsibility.

YOU’ll NEED:

• Trainer pack and handouts – option PowerPoint included.
• Sticky notes – you will need to supply your own.

SEE SAMPLE FROM THIS COURSE