Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.

Customer Service 101
Introduction to Emotional Intelligence and Keys to a Positive Attitude!

Emotional intelligence is responsible for 58% of job performance. Understanding and improving the connection between emotions and actions is crucial to the service and support professional.

As we all know, your service and support staff have very stressful jobs. They interact with a very diverse group of people, emotions and problems on a daily basis. Emotional intelligence training is an essential (and often overlooked) part of the overall development of the service and support representatives skills set.

Emotional Intelligence is a SKILL and can be TAUGHT to those who are not comfortable handling people with emotions.  EI training will help your staff learn how to gain control, build confidence, credibility and bring the conversation to a positive resolution in a timely manner.

The most important aspect of Emotional Intelligence training: it provides your staff with specific skills and techniques to better control their own emotions when under stress. This will help them avoid triggers that escalate customer emotions. The end benefit is your staff will more effectively resolve difficult customer interactions.

What You Will Learn:

  • The four key emotional skills: identifying, leveraging, understanding and managing emotions
  • How to connect emotional expressions and underlying messages to read people more accurately
  • How to enhance your skills during emotional interactions
  • How to identify actions and vocabulary triggers that escalate emotions
  • How to meet the emotional needs of others
  • How to manage the emotions of others, along with your own
  • How to develop a working plan using the four key emotional skills to address the workplace challenges
  • How to manage your attitude and "see" the glass as half full VS half empty

Workshop Details

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) using applicable work scenarios from your organization to practice the new problem solving and questioning skills and identify any knowledge gaps in the process.
  • Maximum 25 attendees
  • Audience: this workshop is developed specifically for the service / support representative, team lead, or manager.


NOTE: Please fill out the following form completely in order to request more information about this workshop.

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