At the Heart of Service

Connect to Delight Customers… and Create Lifelong Loyalty

Customer satisfaction has no bottom-line value — but customer loyalty is the key to success. How does an organization build relationships so customers become lifelong allies? It begins with a commitment to far exceed “satisfaction” by pursuing “customer delight.” Employees who genuinely, authentically, care about the customers go the extra mile so customers rave about your business.

Using simple, practical, and low-cost emotional intelligence tools, managers and leaders learn to tap their own emotional resources to inspire employees to genuinely care. Emotional intelligence (EQ) lets you lead your people to provide exceptional service — not because it’s the script, but because their customers really matter.

Topics Include:

• Satisfaction vs Delight. Identify the key factors for engaging lifelong customers.
• What Comes from the Heart. Increase your organization’s ability to connect with customers by enhancing empathy. Learn about practical, low-cost actions to improve customer loyalty.
• Five-Heart Service. Adapt our model for exceptional customer care into a system for your team.
• Empathy and Commitment.  Why do you actually care about customers?  How do you use that core human connection to establish rapport, understanding, and relationship?

Emotional intelligence provides powerful insights and tools for improving human performance. Emotional intelligence (or “EQ”) is the capacity to effectively use emotions, and it’s a key-differentiating factor of successful people. Why? Because relationships are at the heart of workplace performance, and EQ skills are what makes effective relationships thrive. As Andrea Jung, Chair and CEO of Avon Products, says “emotional intelligence is in our DNA here at Avon because relationships are critical at every stage of our business.”

Program Features and benefits:

Two intensive days of training with leading experts in emotional intelligence development. The training will provide both an intellectual and a gut-level understanding of emotional intelligence while delivering practical tools that allow you to develop and apply EQ to building highly satisfied customer relationships. Participants will explore ways to incorporate EQ practices into the organization’s model for delivering exceptional customer service.

Personal and confidential Emotional Intelligence Assessment: All participants will take the SEI, a test developed by Six Seconds, and have an optional one-on-one debrief of the results with a certified coach. The assessment will help participants identify key strengths and vulnerabilities and make a personalized development plan.

A workbook with resources and tips for learning more about how to improve your competencies.

Post-course e-learning site reinforces key concepts.

EQ Customer Service is an engaging two-day program where you’ll experience a unique approach to learning that’s been effective for hundreds of professionals from six continents. The methodology comes from a curriculum called “Self-Science,” identified in Daniel Goleman’s 1995 best-selling book, Emotional Intelligence, as one of two models for teaching EQ. This approach is research-based, time-tested, and proven effective.

Audience

Ideal for managers and front-line team members responsible for creating customer loyalty.