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Emotional Intelligence

Customer Experience Management

This course will enable sales and customer service staff to recognise, understand and manage the impact of emotion on behaviour, in order to engage customers effectively, create great customer experiences and generate repeat business in the experience economy.

Course Benefits

After completing this course, participants would be able to:

  • Understand the impact of emotion on behavior

  • Analyse and understand their own behavioral patterns

  • ​Understand customer service in the experience economy

  • ​Connect with customers in the experience economy

  • Communicate emotionally intelligently with customers

  • Create consistent great customer experiences

  • Engage with customers in marketing, sales, and customer service environments to build relationship capital

  • Influence customer behavior to generate repeat business

  • ​Build partnership relationships with customers

  • Recover from mistakes to retain customer relations

  • Build a brand based on customer experience in marketing, sales, and customer service

  • Manage their own emotions and behaviors effectively

  • Become a master instead of a victim of their own emotions and behaviors

  • Analyse and understand other people’s behavioral patterns

  • Engage with people with different personalities

  • Create openness to engage effectively with other people

  • ​Share and receive ideas more openly

  • Establish, develop and maintain mutually beneficial customer relationships

  • Apply Emotional intelligence skills in marketing, sales and customer experience management

Course Admin

Assessments and analysis:

Personality analysis, Openness assessment

Duration: 3 days

Dates: To be agreed upon with customer

Facilitator: Dr Niel Rall

Venue: To be agreed upon with customer

​

For facilitator details:

visit www.leadershipdynamics.co.za

Enquiries: Dr Niel Rall on 082 455 1093

Email: admin@leadershipdynamics.co.za

Part 1

Impact of Emotion on behaviour

  • Cognitive structure

  • Defining emotion

  • Emotional categories

  • Managing impact of emotion on behaviour

  • From victim to master of emotion

  • Leadership Dynamics emotional intelligence model

  • Personal planner

Part 2

Intrapersonal Emotional intelligence

  • Self- awareness

  • Selfunderstanding

  • Self-reflection

  • Managing own self-concept

  • Understanding own personality

  • Self-management

  • Effective self- engagement

  • Personal planner

Part 3

Interpersonal Emotional intelligence

  • Connecting with people

  • Managing diversity

  • Reflective, inter-active and structural openness

  • Openness assessment results

  • Engaging effectively with people

  • Personal planner

Part 4

Emotional Intelligence in the Experience Economy

  • The nature experience economy

  • Customer service in the experience economy

  • Differentiators in the experience economy

  • Developing authentic business relationships in the experience economy people

  • Customer engagement in the experience economy

Part 5

Emotional Intelligence in Marketing, Sales and CXM

  • Connecting with customers

  • Communicating with customers

  • Creating great customer experiences

  • Engaging customers

  • Influencing customer behaviour

  • Building partnerships

  • Recovering from mistakes 

  • Brand building in Marketing, Sales and CXM

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