Recommended Class Size:

16-20 pax

Format:

Instructor-led, classroom delivery (may be converted to virtual delivery)

Methodology:

The programme uses an approach that includes interactive workshops, role-playing scenarios, and real-life case studies to teach participants the key principles of the Emotional Bank Account. Training sessions focus on developing skills in active listening, empathy, and personalised communication. Continuous feedback and practical exercises ensure that these techniques are ingrained and can be seamlessly integrated into daily customer interactions, ultimately leading to improved customer satisfaction and loyalty.

Learning Outcomes:

By the end of the course, participants will be able to:

1. Demonstrate Personal Integrity and Ethical Behaviour
2. Build and Maintain Strong Customer Relationships
3. Enhance Communication and Reliability
4. Turn Challenges into Opportunities

Programme Highlights:

1. Showing Personal Integrity
   • Ethical Behaviour: Understand the critical role of integrity in customer service.
   • Handling Conflicts: Learn how to navigate challenging situations with honesty and transparency.
   • Group Discussion: Share and reflect on experiences where integrity made a difference.
2. Understanding the Individual
   • Active Listening & Empathy: Develop techniques to truly understand and connect with your customers.
   • Personalisation: Learn how to tailor interactions based on individual customer needs and preferences.
   • Activity: Create detailed customer personas to bring personalisation to life.
3. Clarifying Expectations
   • Clear Communication: Master techniques for setting and managing customer expectations.
   • Transparency: Discover the power of honesty and clarity in preventing misunderstandings.
   • Case Study: Analyse real-world examples of mismanaged expectations and their impact.
4. Keeping Commitments
   • Reliability: Understand the importance of keeping promises to build trust.
   • Tools & Strategies: Learn methods to track and manage commitments effectively.
   • Role-Playing: Practise managing real-life scenarios to enhance your reliability.
5. Attending to the Little Things
   • Small Gestures, Big Impact: Explore how little touches can significantly enhance customer experiences.
   • Culture of Detail: Learn how to foster attention to detail within your team.
   • Brainstorming Session: Develop and share ideas for impactful small gestures.
6. Apologising When We Make a Withdrawal
   • Effective Apologies: Learn the components of a sincere apology and how it can rebuild trust.
   • Mistake Recovery: Turn errors into opportunities for strengthening customer relationships.
   • Role-Playing: Practise delivering apologies and handling customer dissatisfaction.