Course Description
This full-day workshop elevates participants’ client- and customer service skills by addressing the human elements that often create friction in professional interactions. The curriculum centers on building Emotional Intelligence (EI): Self-Awareness, Self-Management, Social Awareness, and Relationship Management to support complex client scenarios with composure and empathy. The course provides practical tools to manage stress, and differences in cultures and generations to achieve positive outcomes.
The course also addresses the challenges of collaborating in hybrid or remote environments. Through small-group scenarios and discussions, participants develop a personalized application plan to strengthen their ability to thrive and drive organizational success.
Active participants will:
- Use the pillars of Emotional Intelligence to effectively navigate challenging customer interactions and achieve desired outcomes.
- Demonstrate accountable language and foster trust, honesty, and respect while clarifying expectations and next steps with colleagues and clients.
- Identify and address specific remote work challenges, including physical, operational, and affinity hurdles to strengthen interpersonal connections when working remotely.
Agenda
1. Welcome and Service Challenges
Identify common customer-service communication pain points
Define personal and team goals for stronger service outcomes
Explore barriers to doing best work with customers
2. Emotional Intelligence Foundations
Core EI skills: self-awareness, self-management, social awareness, relationship management
Why EI is critical in customer and client interactions
3. Applying EI in Real Service Situations
Scenario-based practice in small groups
Debrief and practical takeaways
4. Communication in Hybrid and Complex Work Environments
Common collaboration and connection barriers
Effects of stress, pressure, change, culture, language, and generational differences
5. Communicating for Better Outcomes
Clarify desired outcomes before difficult interactions
Organize key points and choose language that supports resolution and rapport
6. Better Collaboration Through Better Communication
Share relevant information early and clearly
Align on expectations, ownership, and next steps
Use accountable language to reinforce trust, honesty, and respect
7. Remote Collaboration Essentials
Practical barriers in remote work: time/space, operations, team dynamics, values/trust
Best-practice techniques for effective remote collaboration
8. Remote Communication Skills
Using EI and interpersonal context in virtual settings
Writing clearly and professionally to improve execution and relationships
9. Building Relationships While Getting Work Done
Balancing interpersonal connection and task completion in remote/hybrid settings
Small-group application and discussion
10. Team 1 / Team 2 Reflection
Identify strongest opportunities to improve service, collaboration, and internal partnership
11. Wrap-Up and Application Planning
Revisit goals and key concepts
Complete individual and paired application exercises
Group debrief and next-step commitments
Audience
Professional support staff, Client-facing representatives, both in-person and remote, Frontline retail employees