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Learning Lab: Emotionally Intelligent Customer Service
November 17, 2021 @ 10:00 am - 11:00 am
This Emotionally Intelligent Customer Service webinar explores what customers are hoping for when they call or enter your establishment. We will learn about emotional intelligence, as it directly relates to customer service.
Imagine having a greater understanding of why your customers act or communicate the way they do, or even act out. It’s really not personal, although it feels that way. Especially right now, there are many factors impacting our ability to handle situations. It’s about acknowledging your customer’s emotions, responding to their needs and providing them with what they came for. That said, sometimes we cannot do what our customers want. However, what we can do is take the time to educate them on what may be best for them and that is also service! Coming from a place of understanding, can change the conversation.
There is a true science behind behaviours and it is all driven by one’s emotions –and a desire to get what one wants – even if that is just feeling cared for or heard!
Heather Wilson, ATC ~ Certified Corporate Trainer ~ Business Coach ~ Author ~ Key-Note Speaker
Heather brings 17 years of corporate experience including 8 years in Retail Banking, Operations and Management, and 9 years in Human Resources and Training & Development. Heather has been a Corporate Trainer since February 2010 and a Certified Coach, through Adler International Inc., since December 2013.
Heather launched her first business, Spark Your Vitality in September 2014. She specializes in Leadership development and promoting healthy communication in the workplace. Heather is passionate about helping people both in the classroom and coaching them one-on-one. She enjoys working with leaders and business professionals one-on-one, to identify and maximize their strengths and to enhance their communication and Leadership skills. In April 2018, she launched her second business, Cheetah Fusion Creative Agency, with her business partner Penni Michaud. Heather uses her coaching and business development skills to help business owners cultivate a solid brand, using creativity and targeted messaging, to develop a marketing strategy for a strong online presence to grow their business!
Heather has taught hundreds of workshops all across Canada since February 2010. She is also a member of the Women Speaker’s Association and is a sought-after keynote speaker at conferences and events.