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At the Heart of Customer Loyalty: Using EQ to Create Service for Results
Tuesday, June 12, 2012 from 9:00 AM to 10:00 AM (GST)
What creates customer loyalty?
How do we engage employees to connect in this way?
To build customer loyalty, excellent customer service is not enough. Loyalty is earned by engaging customers to build memorable moments and trusting relationships. This requires staff with a high level of self-awareness, insightfulness, empathy – competencies that can be improved by developing emotional intelligence. This webinar takes a step away from the traditional approach to customer service and discusses how to employ emotional intelligence to impact service levels at the front line.
In this free webinar, you will learn...
- Recognise what it takes to go beyond 'satisfaction' and build customer loyalty
- Learn why traditional "behavior based" service standards fail
- Discover how to get to the HEART of service on the front line
Registration is free. Donations are welcome to the Developing World EQ Fund, used to provide emotional intelligence training and materials to countries that can not otherwise afford these services.
About Your Presenter: Jayne Morrison
Jayne is Regional Director of Six Seconds Middle East & Africa, as well as Founder and Managing Director of Dynamic Learning. Her passion is maximising the potential of human capital by leading organisation consulting and training utilizing EQ as a frame work for unlocking value and performance. She brings 20 years of operational leadership experience along with extensive expertise in the design and delivery of powerful, scalable learning and development programs.
Jayne comes from the hospitality sector and has a wide spectrum of experience in learning, organisational change, service, and building world-class teams. She has almost a decade of experience across the Middle East and has also conducted training workshops in the UK, Europe, China, Russia and America to a wide range of exceptional clients including Jumeirah, Rotana, Servier, Crowne Plaza, Almarai, Kempinski, Allied Pickfords, Sama Contracting, Holiday Inn, Parsens Brinkerhof, Drydocks World, Aramex, Azadea and The Desert Group.
She holds a Post-Graduate Degree in Human Resource Management and a Post-Graduate Diploma in Learning and Development. Jayne is amongst a handful of Six Seconds Advanced Practitioners in Emotional Intelligence in the world and a Master Trainer of the Six Seconds Certification Programs. She is credentialed to deliver Six Seconds’ tools including the Six Seconds Emotional Intelligence Assessment to help individuals develop core competence, and the Vital Signs range of tools to focus organisations on key issues for change. She is author of the “At the Heart of Service” programs, and co-author of “At the Heart of Team Performance” and the EQ Advanced Trainer certification program. In addition, Jayne is an accredited Belbin Consultant, a certified PulsAnalys (DiSC) Trainer, a Master Practitioner of NLP (ABNLP), a Practitioner of Hypnosis (ABHT) and a Practitioner of Time Line Therapy (ABTLT).
Jayne’s infectious enthusiasm and strong commitment combine to create a rich learning environment that enable clients to increase personal, team and organisational performance.
“Thank you, Jayne... your enthusiasm, passion, and belief in what you are doing come through so strongly and convincingly that it is infectious” - Joe O’Brien, Regional General Manager, Almarai.