Learn how observations, questions, and breaks can heighten customer experience and satisfaction
Students in this course will learn what emotional intelligence is and how they can use it to foster stronger personal and professional relationships.
Emotional intelligence involves four sub-skills: self-awareness, self-management, social awareness, and relationship management.
Students in this course will learn techniques to monitor their emotions and channel them into productive behaviors. Students will learn how to use observations and questions to interact with frustrated clients, in addition to learning how constraints impact a client’s ability to implement a solution.
In the last section, students will learn techniques to manage a customer relationship in order to improve trust, communication, and overall customer satisfaction.
Renée Gendron is a trainer and consultant. She helps companies become resilient and robust through conflict management, leadership development, and business ecosystem development. She speaks on leadership, conflict resolution, and business and economic trends. She can be reached at renee@vitaedynamics.com
This portal is provided as a training and development resource for City of Markham employees. Every course is delivered by a qualified subject matter expert or learning organization, is quantifiable in hours, and is verifiable — you receive a documented certificate of completion for every course you finish, stored on LearnFormula indefinitely.
If you hold a professional designation (for example in engineering, accounting, human resources, or law), courses may be counted as professionally relevant, verifiable learning activities toward your continuing professional development. Individual practitioners are responsible for confirming that an activity meets the requirements of their professional body. For questions about the City of Markham's training and development policies, please speak with your people leader or Human Resources.
