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METHOD FOR ENHANCING CUSTOMER LOYALTY OR SATISFACTION BY ENHANCING EMOTIONAL COMPETENCE AND LEARNING TRANSFERENCE THEREOF
METHOD FOR ENHANCING CUSTOMER LOYALTY OR SATISFACTION BY ENHANCING EMOTIONAL COMPETENCE AND LEARNING TRANSFERENCE THEREOF
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机译：通过增强情感能力和学习转移来提高客户忠诚度或满意度的方法
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摘要
Particular aspects provide methods for enhancing customer satisfaction and/or loyalty with respect to customer-driven entities, and more particularly to novel methods for improving customer satisfaction and/or loyalty by enhancing the emotional competence of entity personnel, and by enhancing learning transference or application of the enhanced emotional competence to customer-contact job-tasks. Particular aspects comprise: identifying a customer-driven entity having participant personnel having customer-contact job-tasks; assessing the customer-contact participants, using an emotional competency assessment tool and at least one Human assessment tool expert; participating, by the customer-contact participants, in contract learning activity suitable to provide for learning of enhanced emotional competency skill or proficiency; and applying, by the customer-contact participants and with facilitation by a Human expert, the enhanced skill or proficiency to customer-contact job-tasks, wherein establishing enhanced customer satisfaction and customer loyalty is afforded. Additional aspect provide assessment kits for practicing the inventive methods.
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