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.


Emotional Intelligence for Leaders

Fifty-eight percent of your performance is based on emotional intelligence. Being able to relate to others is vital in the today's workplace. Today's managers must be both strategic planners as well as inspiring leaders.  According to a new CareerBuilder survey, THIRTY-FOUR PERCENT of hiring managers said they are placing greater emphasis on emotional intelligence (EI) when hiring and promoting employees.  SEVENTY-ONE PERCENT said they value emotional intelligence in an employee more than IQ.

Emotional Intelligence can be developed and enhanced although it takes effort and practice.  The first step is to understand that EI is a process and can be learned, once you make the connection between emotional intelligence and leadership skills.

This workshop is designed to help you discover your abilities to control emotions, to sense, understand and react to others' emotions, and manage relationships.  Again, it’s a learned process and will benefit you in every aspect of life, if you choose to practice the four key emotional skills that are practiced throughout the workshop.

Workshop Goal:

The goal is to leave this workshop with a better understanding of yourself, your strengths and development opportunities. And take away numerous ideas and actions which you can immediately implement to improve your emotional and social skills, enhance your team effectiveness, and boost your leadership performance at work.

What You Will Learn

  • Discover the four major components of emotional intelligence.
  • Recognize the behaviors and characteristics of an emotionally intelligent person.
  • Identify areas in which emotional intelligence skills can be applied.
  • Learn about your own emotional strengths and growth opportunities.
  • Generate action steps that you can take away to improve your emotional and social abilities and your own success.
  • Learn how to connect emotional expressions and underlying messages to read people more accurately
  • How to enhance your skills during emotional interactions
  • Identify actions and vocabulary triggers that escalate emotions
  • Recognize the emotional needs of others
  • Discover how to manage the emotions of others, along with your own

Workshop Details

  • One-Day  (Including a one-hour post coaching session.)

Who should attend?

  • Audience: this workshop is developed specifically for service / support team leaders, supervisors and managers


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