The EQ Way To Customer Service

SIM Professional Development

Course introduction

Emotional Intelligence (EQ) is the service employees' capacity to understand and control their own emotions, and recognize and manage those of their clients at work. It is the capacity to blend thinking and feeling to make effective choices, which is key to having a successful relationship with yourself and your clients. This EQ workshop provides the relevant content, practical tools, and skills to enhance your EQ competencies. This holistic and integrated program combines both theory and practice for professional and personal development. Participants will experience an EQ learning environment to use a range of effective EQ tools that can be applied to a variety of real-life service situations. By being more emotionally intelligent, smarter with feelings, you will more accurately recognize emotions in yourself and others. This data will help you make effective choices and craft effective solutions to the "service puzzles" you face.

Course Benefits

Upon completion of the course, participants will be able to :

  • Increase self-awareness of your emotions and awareness of the needs of your clients
  • Put EQ into action by (i) knowing self and clients, and (ii) managing self and clients
  • Exercise consequential thinking by consciously choosing your thoughts, feelings and actions to create optimal relationships with your clients.
  • Increase your empathy and transfer this authentic and interactive EQ ways to exceed clients’ expectations

Target Audience

(Level 2) Supervisor, Executive, & Emerging Managers
(Level 3) New Managers
(Level 4) Managers

Course Outline

  • Reasons for EQ@ Service
  • Knowing Yourself gives you the “what”    
  • when you know yourself, you know your strengths and challenges, you know what you are doing, what you want, and what to change.
  • Choosing Yourself provides the “how”
  • it shows you how to take action, how to influence yourself and your clients, how to operationalize these concepts.
  • Giving Yourself delivers the “why”
  • you are focused and full of energy so you stay focused to respond a desirable way and move in a new direction

Available Course Sessions

Please click here to stay updated on upcoming sessions.

Trainer Profile

Dr Seow Bee Leng

Dr Seow Bee Leng has more than 15 years of service training experience with corporations, academic institutions and non-profit organizations. Her training portfolio focuses on a wide range of service competencies including customer service mindset (self-efficacy), service values, service personality, EQ @ service, service climate, service clues and service micro-skills. Her warm personality has endeared her to many clients who engage her to give keynotes in their seminars, conferences and workshops. She has trained participants from Brunei, China, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, Maldives, Philippines, Thailand, Taiwan, Vietnam and Singapore. In her previous appointment with Singapore Airlines (SIA), Bee Leng was responsible for developing a team of 200 trainers committed to SIA Cabin Crew Training Vision of developing service professionals of distinction within a learning culture. Bee Leng graduated with a Master of Business Administration (MBA) with Dean's Honor List for Outstanding Achievements, Nanyang Business School - Nanyang Technological University. She obtained her Doctorate (PhD) specializing in customer service research with University of Western Australia. Her research publications include the Annual Conference of American Marketing Association (Chicago), Academy of Marketing Conference (Liverpool) and Journal of Product and Brand Management. She is the author of 'To Serve With Love', a book of quickwins and revealing questions for service employees who seek to better themselves by bettering others.