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Emotional intelligence

About

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.

Downloads

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