Empathy, Emotional Intelligence, And NLP In Service Excellence Now: 马来西亚的首选 Iconic Training Solutions Sdn Bhd

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Empathy, Emotional Intelligence, And NLP In Service Excellence Now
Duration: 1 Day
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm

INTRODUCTION
Discover the secret to service that doesn’t just satisfy, but truly connects. In this course, you’ll delve into the heart of empathy, differentiate it from sympathy, and unlock the power to truly understand your customers. Elevate your emotional intelligence with key skills in self-awareness, regulation, social savvy, and relationship mastery. Harness neuro-linguistic programming (NLP) to finesse your communication and effortlessly build rapport. Through interactive workshops, learn to mirror customer styles, resolve conflicts with ease, and persuade with subtlety. It’s not just a course—it’s the blueprint to service that resonates on a human level. Sign up and transform every customer interaction into an opportunity for excellence.

LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:

Demonstrate deep understanding and application of empathy in service
Demonstrate enhanced emotional intelligence in professional settings
Demonstrate effective use of NLP techniques for customer communication
Demonstrate the ability to manage relationships through social awareness
Demonstrate integration of empathy, EI, and NLP into service excellence

KEY CONTENT
Module 1: Advanced Empathy in Customer Service

Deep dive into the concept of empathy
Differentiating empathy from sympathy to employ the correct approach

Module 2: Elevating emotional intelligence in the workplace

Comprehensive exploration of emotional intelligence components critical to customer service:
- Self-awareness
- Self-regulation
- Social awareness
- Relationship management

Module 3: Neuro-linguistic Programming for Enhanced Communication

Introduction to NLP principles and their application in enhancing communication and rapport with customers
Techniques for recognizing and adapting to different customer communication styles
Workshop activities focused on NLP strategies for effective conflict resolution and persuasive communication

Module 4: Integrating Skills for Service Excellence

Strategies for the practical application of:
- Empathy
- EI
- NLP
Development of individual action plans for integrating new skills into professional practice

Module 5: Work Together, And Win Together

Create synergy towards excellence work performance
Combine the HEART and BODY as ONE
Work TOGETHER, Manager TOGETHER, Share TOGETHER

METHODOLOGY
The method of learning would include:

Experiential activities
Role play
Interactive group reflection, discussion and facilitation
Action plan for post training assessment purpose