return on investment...© 2018 emotional intelligence and customer service: what’s roi got to do...

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Emotional Intelligence and Customer Service: What’s ROI got to do with it?

Return on Investment

Presented by:Dr. Jannette ReyesRegion One [email protected]

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Part 1:Introduction

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Disclaimer – The Fine Print

I do not have a degree in business.

Return on Investment: Emotional Intelligence and Customer Service

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I am most likely making this stuff up right now.


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Just kidding – I did do my research!


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Feel free to clap right about…


NOW. :-)

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Defining ‘Customer Service’

• Write a 1 or 2 sentence definition of Customer Service

• Be prepared to share your definition

• Wait for further instructions

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https://www.business.com/articles/fortune-500-customer-service-lessons/



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(Psychology Today, 2019)

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Vision

Values

Standards

ExpectationsEmotional Intelligence

Culture

(Adapted from InspiringSuccess.com)

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Toxic Workplace

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Part 2:This is the part where we get serious...

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Draw this: 1 2 3 4 5 6

1

2

3

4

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REALITY CHECK:

1. Shade in the number of hours per day you spend getting ready for work, on average.

2. Shade in the number of hours per day you spend at work, on average.3. Shade in the number of hours per day you spend on your commute

to/from work. 4. Shade in the number of hours per day you spend sleeping, on average. 5. Count the number of squares shaded and put that number over 24 to

create a fraction.6. Perform the operation.

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My Profile: 1924

= 79%

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Reflection Question:

How do you usually feel when you get home after a day at work?

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My Profile: 1924

= 79%

*21%*This percentage does not include work done at home or in answering emails, texts, phone calls or talking/worrying about work.

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“We are in a constant emotional loop between work and home. We create moods and atmospheres which are contagious. If we argue with our family before going to work and then dump our grumpiness on our colleagues, it affects our office environment. Then if we’re negative and hostile during the day we risk punishing our families when we return home.”

(Evans, 2019)

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A Call to Action/Session Objectives

By the end of this session you will be able to:

1. better understand and master your own behaviors, and

2. better explain and manage other people’s behaviors.

However, to make this happen, we need to embrace two fundamental beliefs:

1. We are responsible for our own behaviors, and

2. We can change.

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Part 3:Introduction to The Chairs

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VIDEO:

• https://www.youtube.com/watch?v=4BZuWrdC-9Q

https://www.youtube.com/watch?v=4BZuWrdC-9Q

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Part 4:In the Hot Seat

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Activity Scenario A – The Disappointed VendorFour vendors submitted bids for a bulk order of materials that your district plans to secure and one of the four vendors was selected.

A representative from one of the companies whose bid was not selected asks for a meeting with the bid selection committee to discuss their disappointment with not being awarded the bid.

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Activity Scenario B – The Missing P.O.

A requisition was submitted via the district’selectronic system two months ago and the persons have been waiting to hear back from you regarding the purchase order.

The requisition appears to have gotten lost in the system.

They have come to your office requesting an explanation for the wait and immediate access to funds.

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Discussion Protocol

• Find a ONE other person to work with on this protocol.

• Answer at least one question from each of the Choices discussion protocol.

• Focus on discussing what each of these items has to do with customer service.

• Be prepared to share with the whole group.

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My Profile: 1924

= 79%

*21%*This percentage does not include work done at home or in answering emails, texts, phone calls or talking/worrying about work.

return on investment...© 2018 emotional intelligence and customer service: what’s roi got to do...

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