Programs and Services

 Emotional Intelligence in Customer Service

Customer loyalty has now become a leading component in the mission and vision statements of many organisations. To succeed in these goals, organisation and individuals need to achieve peak levels of performance - that means continually improving and being better than your competition.

In the business world, good customer service often isn't good enough anymore. Customers are becoming increasingly disenchanted with service levels and in their minds extraordinary service is the rule, not the exception. Anything less, and they're not afraid to go elsewhere. That makes extraordinary service a necessity, not just a desirable. And that, in turn, requires a strategy to help ensure that your service levels match customer expectations on a daily basis.

Our Emotional Intelligence in Customer Service programs are geared to develop the skills attitudes and knowledge of employees at all levels to deliver superior service to both internal and external customers. The dynamic programs have been specifically designed to teach all the latest techniques and methods to enable participants to provide superior customer service to build customer loyalty.

Emotional Intelligence in Leadership

Great leaders create an environment where their people reach higher and dig deeper. They form a connection with their people, with authenticity and passion, they create trust and drive.

While most leaders know a lot about the technical side of their job, they don't know enough about people (including themselves). This leads to a great deal of wasted time, talent and resources.

The link missing in such situations is Emotional Intelligence. Emotional Intelligence (EQ) is a breakthrough paradigm being applied in leading organisations to: develop high performing teams, strengthen relationships, increase sales, maintain employee engagement, and maximise productivity

Our Emotional Intelligence in Leadership programs, guide participants to improve self awareness, build strong and productive working relationships and ultimately to manage the “human side” of superior performance. 

From senior executives to team leaders, participants are provided with tools to look at the way that they communicate and are introduced to a model of human behaviour that helps understand why people do what they do.

Emotional Intelligence in Personal Development

Today’s organisations are complex, quickly changing, and typically facing more work with less people. All too often people are asked to “do more with less.”  Many individuals experience occasions when their performance is at maximum levels.

As individuals and teams become the primary source of productivity in organisations the challenge for most is how to sustain maximum performance.

When employees feel good about coming to work, they are more productive. When they are disengaged, energy drops, quality suffers, communication is compromised, and good people start looking to leave the organisation. These feelings are costly, both in immediate financial loss and in longer-term impact on the organisation’s reputation that come with reduced quality and lost customer/client relationships. 

To thrive in today's chaotic world, Emotional Intelligence is a critical competence for workplace performance, productivity, customer loyalty and workplace relationships.

The powerful Emotional Intelligence in Personal Development program is based on the premise that effective leadership and development of a high performing team starts with the individual, working from the inside out. When we have high-performing individuals who are motivated, optimistic and collaborating, we have healthy, successful teams and organisations.

Emotional Intelligence in Sales

Typically sales training focuses on product knowledge as well as technical and tactical sales skills. Yet, it's the relationship skills that often make or break a potential sale.

Emotional Intelligence (EQ) is a breakthrough paradigm being applied in leading organisations to build effective and productive working relationships, increase sales performance and improve customer satisfaction.

EQ is about self awareness and the ability to relate to people and maintain positive relationships, and is now widely regarded as more critical to workplace success than IQ.

Emotional Intelligence in Sales assists sales professionals to enhance their customer-oriented selling, to improve relationships and ultimately increase repeat and new business. The program develops awareness of the vital components of the sales process and teaches practical ways to improve the EQ competencies that underpin key selling skills.

This focused program is engaging, empowering, and thought-provoking. It leaves sales professionals with new perspectives and an increased commitment to the human side of business with practical action steps for improving sales performance.

Email Productivity

Managing the increasingly high volume of email we receive on a daily basis is a growing challenge.

Most professionals, every day are faced with an overflowing inbox, mountains of files, constant interruptions, and countless voicemails, emails, tasks and responsibilities. It’s hard not to feel overwhelmed and stressed, worried that something important has been forgotten. In an increasingly busy and demanding workplace, we need help to stay on top of the constant volume of work – in particular emails.

The Taking Control of Email program is a practical workshop that introduces a simple but effective set of productivity processes combined with the functionality of Outlook or Lotus Notes.  

Designed for all levels within a  business this workshop leaves participants finally being able to take control of their email to be more productive.

Personal Productivity

With today's fast moving and demanding business environment, the ability for people to manage their own productivity has never been so crucial; many people are faced with more responsibilities and less time to achieve them.

Being productive in today's environment is not easy. The modern business must practice effective time management and organisation in order to control costs, increase profitability and provide excellent service.

Constantly increasing productivity is a must .That's why we have developed the Taking Control of Productivity program, which helps people create the environments that allow for an increase in personal and team performance.

We look at practical issues that can both hinder or assist productivity and provide simple yet effective tools for immediate application.

The program is designed to prepare individuals to maximise their personal productivity and to assist in setting people up for success, transforming the way they work and ensuring you get a return on investment. Mastering these skills can make the difference to achieving a healthy work/life balance and help people attain success without being overworked.

Team Effectiveness

Most businesses understand there are significant advantages of having a collaborative team orientated culture. Current research shows teams with higher engagement were:

• 50% more likely to have lower turnover

• 56% more likely to have higher than average customer loyalty

• 38% more likely to have above average productivity

• 27% more likely to report higher profitability

The Team Effectiveness Program helps emerging and existing leaders improve their teams, build strong and productive working relationships and ultimately to manage the “human side” of superior performance resulting in engaged and productive people.

Leaders are provided with tools to look at the way that they communicate and are introduced to a model of human behavior that helps understand why people do what they do.

The Team Effectiveness Program is designed to set leaders up for immediate success and ensures you get a return on your investment straight away.