Length: One day
Who will benefit from this course:
Service Team Leaders, C.S. Professionals and others who need to deal with tough customers and work under pressure
Class Size: 15-30 participants
Depression, Stress, anxiety are the common emotional problems that C.S. professionals face. These will result in inefficiency, tense relations with customers, mistakes, turnover and low morale.
Take our classic program and enjoy the following benefits:
· Higher EQ
· Less tension
· Friendly environment and work relations
· Better customer relations
· Increased confidence and courage
· Positive thinking and peaceful mood
· Appreciation for ourselves and others
· Greater enthusiasm
Course Outline:
1. Understanding Emotional Problems suffered by C.S. Staff
· Types of emotional problems: depression, Stress, anxiety, low self-esteem, etc.
· Where are they from?
· Technology-caused stress
· Relationship of stress and performance
· The cost of workplace stress
· Why emotion is a big issue in C.S. jobs？
2. Managing and Facing Stressful Events
· The stress cycle: event, interpretation
· Reducing 2/3 of your stress
· Managing stress by prioritizing events
· Good working habits to handle events effectively
· How to face the stressful events
· Techniques of analyzing and handling stressful events
· Reducing stress by managing technology
3. Managing Emotion While Resolving Complaints
· Common emotions towards complaints
· Optimistic thinking and positive attitude
· Understanding customers and show sympathy
· Understanding emotion of yourself
· Managing emotions better
· Avoiding overreaction
· Handling stress of human relations
· Developing support team
4. Healthy Lifestyle and Enjoying Your Work
· The stress cycle: physical response
· Rest and stress
· Relaxation and stress
· Release and stress
· Speed and stress
· Using positive behaviors to crowd out stress
· Food, nutrientsubstance and stress
· Other means to reduce stress and worry |
