Deskripsyon
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:
- 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
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