You are a Singapore Public Officer working in a frontline role.
Programme Overview
Emotional Intelligence (EQ) is an important tool in today's challenging and demanding customer service environment, especially if you encounter many emotionally-charged interactions, be it with internal or external customers.
EQ includes a set of learnable skills involving self-awareness, empathy, optimism, self-direction and motivation to manage customers and inter-personal relationships. Through this course, you will extend your EQ to manage and excel in customer service. You will also obtain new insights into successful people and relationships when learning about EQ and how to translate this knowledge to harness your strengths.
Learning Outcomes
Define emotional intelligence and its importance in customer service.
Develop personal emotional intelligence skills to increase self-awareness, self-management and self-motivation.
Cultivate collaborative relationship to build a supportive work environment.
Enhance empathy to establish emotional connection with customers as well as use assertive skills to have effective communication with them.
Identify the behaviours of challenging customers and ways to handle them.
Last updated:
Definition of EQ
How is EQ related to customer service
Using the Six Seconds EQ Model approach
Know Yourself: Emotional literacy and recognise patterns
Choose Yourself: Consequential thinking, engage in intrinsic motivation and exercise optimism
Give Yourself: Create empathy and pursue your goal(s)
Chua Bee Choo
Chua Bee Choo conducts training mainly in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People.
Ms Chua’s experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.
She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA.
"The course is fun and enjoyable. Trainer gave a lot of examples and activities. Theories are easy to understand and apply in our daily life."
"An interesting course with an excellent trainer, full of humour."
"It was well conducted as the trainer was able to meet the class expectations. She was also very innovative and creative in her teaching techniques."
As you are accessing the programme registration page as a training coordinator, we would like to confirm if you submitting registration as a training coordinator on behalf of officer(s) from agency, or for yourself as a participant?
Watchlist is full
This programme has not been added into the watchlist.
Please go to the profile page and remove some items from your watchlist.
