EXTRAORDINARY PEOPLE - EXTRAORDINARY SERVICE

An Emotional Intelligence Approach To Personal & Service Excellence

In the best of times, and even more so in the present economic climate, your organization's ability to consistently meet and exceed its customers’ expectations, drive customer loyalty and achieve its strategic business objectives, are inextricably tied to its people; the attitudes to they bring to the roles and their ability to work in highly collaborative ways.   

Our program, ‘ExtraOrdinary People – ExtraOrdinary Service’ uses emotional intelligence as its framework to enable employees with the awareness, desire and framework for consistently bringing their best to serving their customers and each other.

 
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ACHIEVING PERSONAL EXCELLENCE

The personal excellence phase of the intervention is facilitated as two 4-hour modules.


Module 1 - Understanding Self – 4 Contact Hours

At the end of this module, participants will:

  • Understand the origins, nature and impact of their personality, attitudes and behaviors

  • Understand the difference between conscious and sub-conscious thought

  • Understand the inherent limits imposed by our past programming

  • Understand the value of and welcome feedback from others

  • Understand the value in the practice of mindfulness, of being present

Module 2 – Managing Self – 4 Contact Hours

At the end of this module, participants will:

  • Understand what emotional intelligence is, and its importance to personal and professional growth and effectiveness

  • Understand the characteristics of the emotionally intelligent person and the muscles which contribute to proactive thinking and behavior

  • Each develop a personal mission statement to inform thinking and behaviors

  • Have a framework for more effectively managing their personal and professional/work lives

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DELIVERING SERVICE EXCELLENCE

Module 3 – Enabling A Culture of Teamwork and Collaboration – 4 Contact Hours

At the end of this module, participants will:

  • Recognize the importance of relationships in accomplishing personal success and realizing organizational goals

  • Understand what undermines team effectiveness

  • Have the desire to serve others with an attitude of excellence

  • Have a framework for enabling high trust relationships

Module 4 – Delivering Consistent Exceptional Customer Service– 4 Contact Hours

At the end of this module, participants will:

  • Understand the importance of repeat and referral business to the long-term success of the business

  • Understand what customers really want

  • Have a framework for consistently anticipating, meeting and exceeding their customers’ expectations

  • Be able to give customers a positive impression of themselves and