Tuesday, April 23, 2013

Question from a friend: How can I practice EI?

One way is to journal every day with total honesty.  I'll write without censorship and courageously observe my less-than-stellar traits.  I’ll investigate and accept all my thoughts and feelings – even those that seem "wrong," "bad," or "weird."  As I face my envy or pettiness or competitiveness, I’ll learn empathy for others with similar struggles.  As I forgive and accept myself, I’ll develop compassion.   

Thursday, April 11, 2013

New Customer Service classes!

Could your organization use a fun refresher?

 (This workshop is analytical and focuses on examining organizational processes and norms -- not as dry as it sounds!  Interactive and lively.  We remember what we experience. 

Building a Customer-Oriented Culture
An effective customer- centric culture provides customer experiences so moving and memorable that they increase customer loyalty. Ardent loyalty is an emotional connection with a business that leads customers to always choose your product or service and to recommend your service to others.
By the end of this session participants will:
  • Understand the difference between a business-centric and a customer-centric culture.
  • Understand key attributes of a customer oriented culture and evaluate their organization against this list.
  • Identify what every employee should know about the customers at their organization.
  • Explore the importance of keeping employees close to customers regardless of their position in the customer service chain.
  • Identify "touch points" where employees can enhance customer service.
  • Explore a tool to map customer needs and expectations.
  • Understand the power of emotions in customer interactions.
(This is a more basic introduction to themes of customer service and EI. It includes possible skill practices of challenging situations with customers.)
 Using Emotional Intelligence to Create Exceptional Customer Service
Emotions drive our behaviors and directly impact our interactions with customers (both internal and external). By recognizing the emotional needs hidden in daily communications, we can create a context for care that leads to delighted customers.

By the end of the workshop attendees will:
  • Understand the emotional needs of our patrons.
  • Discover how emotional intelligence relates to customer service.
  • Explore the impact of nonverbal communication and reflect on my own habits.
  • Practice 4 skills for customer satisfaction: Active Listening, Empathetic Response, Articulate Apology, and Determined Problem-solving.
  • Understand the interdependence between internal and external customers.
  • Understand how emotions function and the reaction cycle of emotions.
  • Explore how to tame emotions.
And here's an "oldie but a goodie."   
(This class is geared toward employees that need to defuse irate customers.)
 Dealing with Difficult Customers
Do your employees face angry customers?
This interactive workshop teaches concrete techniques to defuse customer anger.  Participants will learn ways to calm customers and avoid behaviors or language that might escalate conflict.  
By the end of this session participants will:
  • Understand both the emotional and practical needs of our customers.
  • Recognize verbal "baits" and how to handle them.
  • Use the CARP technique to manage angry customers:  (control, acknowledge, refocus and problem solve).
  • Explore self-talk and its role in our behavior with customers. 
  • Understand the difference between confrontational and cooperative language.
  • Practice 7 tactics for regaining control of an escalating conflict with a customer.

© 2013 Laura Lewis-Barr all rights reserved