About this Course
In a highly competitive retail environment, great service can make or break a business. And great service do not happen by chance but by putting in place plans and initiatives to ensure that the organisation continues to meet and exceed consumer’s ever-increasing expectations.
OBJECTIVE
- Understanding Emotional Triggers & its impact on Svc Excellence Behavior
- Understanding the Science of Consumer Behavior
- Managing Personal Emotional Triggers
- Managing Customer’s Emotional Triggers
COURSE OUTLINE
- Being Positively-Emo and Negatively-Emo
- Emotion’s Impact on Service Excellence
- Essential Consumer Economics
- “Consumer Anthropology”: The Schema of the Consumer
- X, Y and Z customers
- Recognizing Emotional Triggers
- Taking control of your Emotional processes
- Taking control of the Customer’s Emotional processes
Professionals in the Service Industry who want to be more aware of their own emotions as well as managing the customers’.
CERTIFICATE OF ATTENDANCE
A certificate of attendance will be issued to participants who have attended and completed the programme.
COURSE DURATION
2 days, 10am to 5.30pm / 15 hours
Course Rating
- /5 from users
Course Enquiry
Course Info
- Course Provider LONDON SCHOOL OF BUSINESS & FINANCE PTE. LTD.
- Course Category Business
- Course Price n/a
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