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.Date: 12 Jun 2012
Time: 9 AM - 10 AM
Time Zone: GST
Registration Fees: Free
Speaker: Jayne Morrison (Regional Director at Six Seconds Middle East and Africa)
Brief About Speaker: 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.