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.


Increasing Your Emotional Intelligence

Increasing Your Emotional Intelligence Workshop is the second module of the Emotional Intelligence For Leaders Workshop Series for Leaders.  People with high emotional intelligence are poised, outgoing, and cheerful; have empathy for others; express their feelings directly but appropriately; and have a capacity for developing meaningful relationships.

  • Emotional intelligence is the ability to understand your feelings and the emotional states of those around you and the ability to use those feelings to guide thoughts and actions appropriately.
  • Emotional intelligence is often referred to as common sense, although of course it isn’t so common. It helps you motivate yourself, get along with others, and build strong relationships.
  • Emotional intelligence happens below the surface. It's preconscious—it happens before you use your intellect. You aren't always aware of the workings of your emotional mind. You're only aware of your impressions and instincts.

Emotional intelligence can be divided into the following five general categories:

  1. Self-awareness
  2. Self-regulation
  3. Motivation
  4. Empathy
  5. Social skills


Course objectives

Successful completion of this course will increase your knowledge and ability to:

  • Develop your level of emotional intelligence
  • Identify negative consequences of unmanaged emotions on your personal effectiveness
  • Describe the importance of emotional intelligence to building good relationships
  • Increase your empathy and social skills
  • Practice techniques to achieve greater self-awareness, self-control, and self-motivation
  • Understand how emotional intelligence can be applied at the workplace to enhance employee relationships and increase productivity


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