Learn how observations, questions, and breaks can heighten customer experience and satisfaction
Students in this course will learn what emotional intelligence is and how they can use it to foster stronger personal and professional relationships.
Emotional intelligence involves four sub-skills: self-awareness, self-management, social awareness, and relationship management.
Students in this course will learn techniques to monitor their emotions and channel them into productive behaviors. Students will learn how to use observations and questions to interact with frustrated clients, in addition to learning how constraints impact a client’s ability to implement a solution.
In the last section, students will learn techniques to manage a customer relationship in order to improve trust, communication, and overall customer satisfaction.
Renée Gendron is a trainer and consultant. She helps companies become resilient and robust through conflict management, leadership development, and business ecosystem development. She speaks on leadership, conflict resolution, and business and economic trends. She can be reached at renee@vitaedynamics.com
Provincial regulators of CPAs in Canada do not require that independent providers of CPD be approved to offer courses. Instead, individual CPAs are responsible for assessing whether a CPD activity meets their requirements, and may take activities from any source provided those requirements are met.
Every course offered on LearnFormula is delivered by a qualified subject matter expert or learning organization, and advances learning objectives that are relevant to the responsibilities or professional competencies of Canadian CPAs. All activities on LearnFormula are quantifiable in terms of hours, and are also verifiable, in that users receive documented evidence of their attendance via a certificate of completion after finishing a course (and this certificate is stored by LearnFormula indefinitely). Nearly 100,000 Canadian CPAs successfully satisfy their CPD requirements via LearnFormula on an annual basis.
