Managing Emotions in Customer Experience New

Course Code: ASKECE

Course Objective – Managing Emotions in Customer Experience

By the end of the course, Managing Emotions in Customer Experience, you would be able to appreciate the importance of emotions in customer experience, understand and identify the type of emotions and emotion triggers, adding emotional value to customer experience and do emotional mapping of customer experience.

In addition, participants may also wish to take up the course, The Art of Great Service

  • Course Duration: 1 day (8 hours), 9:00am – 5:00pm

    CourseVenueOct-17Nov-17Dec-17
    Managing Emotions in Customer ExperienceJTC Summit-22-

    September 2015

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  • The Rising Importance of Emotion in Customer Experience

    • Dimensions of customer experience
    • Emotion and customer loyalty

    Understanding Emotions

    • The emotional brain and the thinking heart
    • Emotion, mood and temperament
    • The basic emotions

    Managing Emotions

    • Function of emotions
    • Cycle of emotions

    Emotional Mapping

    Role play and group discussions

     

  • This 1-day workshop that helps people on the affective skills in managing emotions and how to add emotional value to customer experience. A unique feature of the workshop is to apply emotional mapping of a “live” customer experience through mystery shopping.

Fees and Grants

$374.50 per participant (Inc. GST)

Tap on PIC Scheme or Cash Payout and PIC Bonus for Training of Employees. For more details, refer to IRAS Website.

No SDF grant.

Registration

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Managing Emotions in Customer Experience (ASKECE)


All registration should be submitted at least 1 week before course commencement. Please call us directly to check on the class status.

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