Delivering Winning Customer Services With Emotional Intelligence Workshop by Ng Yong Hooi
Date: 5 & 6 August 2020 (Wednesday & Thursday)
Time: 9:00am to 5:00pm
Venue: Hotel Istana City Centre Kuala Lumpur

Service maxim is that ‘relationships are everything’. Given the increased competitive pressures of the global marketplace and major changes in customer requirements, it is therefore not enough that service professionals to be adept to technical and tactical skills. Emotional intelligence (EI) is the blue chip investment here because it is the core of all relationships.

This workshop will help participants understand emotional intelligence better and recognize the role and importance of emotions, thus enabling them to create a climate that can have influence on customers’ behaviours and subsequently their decisions to further their business relationships with the organization.


Upon completion of this workshop, participants will be able to:

• Recognize the value of emotional intelligence in service.
• Understand the four domains of EI and their contribution to service success.
• Identify the key attributes of an emotionally competent service provider.
• Learn specific actions to increase empathy at the workplace.
• Weigh and evaluate implications of their service choices when handling customers.
• Build and sustain trust in relationships with their customers.

Program Content:

Module 1: Connecting EI to Service Success
• Definition and history of EI
• Why it matters at the workplace
• EQ versus IQ

Module 2: Emotions - The Path to Realizing Your Service Potential
• Understanding emotion
• Misconceptions of emotion
• Principles of emotion
• Emotions, thoughts and behaviours

Module 3: Emotional Intelligence Framework
• The four domains of EI and key competencies
• EI and the Art of War
• Attributes of emotionally intelligent service provider

Module 4: Preparing Yourself for Service
• Your current state and its origin
• Ways to increase self-awareness
• Towards a disciplined emotion

Module 5: Managing Service with Customers
• The power of perception
• Principles of human relations
• Developing emotional radar
• The humanizing factor in service
• Establishing likeability contact

Module 6: Trust and Influence
• Importance of trust
• Techniques to build trust with customers
• Ways to increase personal influence

Module 7: Dealing with Emotionally-Charged Customers
• Who are they?
• Overcoming your emotional turmoil
• Putting the H.E.A.T. on
• From lashing to loyalty

Module 8: The Sustainable Service Excellence
• Overcoming stress mess
• Achievement drive
• The power of optimism

Group discussion, interactive lecture, exercises, role-plays, audio-visual, activities
Who Must Attend:

Executive level and above

Investment Fees:
RM1,908.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM1,590.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 27 July 2020)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)