Who are you calling emotional
Who are you calling emotional.?!
It's a simple enough act; a smile. Easy on the facial muscles and good for our health ... Yet it's so rare for people to smile during a transaction.
Think about it...
When was the last time someone serving you "made" you smile? When did we last make one of our customers smile? Or when did we last smile WITH our customer during a transaction!?!
Through this interactive seminar delivered by Bob Hayward
You will learn how to
~ improve employee engagement
~ improve staff effectiveness
~ improve customer service
~ increase your sales Trying to be nice – or being genuinely nice?
We have all met sales people who are "trying to be nice" and attempt to "be our friend."
We can spot the phoney a mile a way and give them a wide berth. When we are about to buy something, most of us hope we will find someone who treats us as an individual rather than using a standard protocol. But how many times do we really have that experience?
If an employee likes the person they work for, likes those they work with AND enjoys their job, then that natural emotion comes across in everything they do. You simply cannot ‘fake it' or learn it.
Employee Engagement is at the Heart of Customer Satisfaction
Most companies work on the obvious dimensions to improve a business, but it is the fourth dimension, emotional intelligence that separates the average leader and their business from the true high performers.
If leadership gets the staff it deserves then it is commercial suicide to have a discontented workforce. It's much harder to increase customer satisfaction when your staff are unhappy. So the onus is on business leaders to make the cultural shift into the fourth dimension. By using your emotional intelligence, doing business with your company becomes a genuine pleasure.
If you engage your people they stay and delight your customers – who then come back!
Seminar scope
Whether you sell, serve, manage or coach this seminar might just make a major difference to the results you are getting.
You will learn
- The importance of emotional awareness in business situations
- How to integrate EI into business activities
- Employee engagement versus employee satisfaction
- Delighted customers come back and refer the friends
- Engaged people stay longer and deliver more
- The power of moving from transactions to interactions inside and outside
- Emotional intelligence improves productive, sales and profit
- Ways to improve your recruitment ~ to ~ "success in a job" ratios
- How to apply emotionally intelligent leadership
- Using internal communication to engage people and develop high performance
"The future of customer and employee loyalty hinges on the ability of the leaders, managers and staff to develop their emotional awareness and their behavioural flexibility" says Bob Hayward; one of the
