Managing Emotions in Customer Experience

The workshop on "Managing Emotions in Customer Experience" was held on 14 September 2018 at Bishan Community Centre, Singapore for the staff of People's Association. This 1-day workshop focuses on the affective skills in managing emotions and how to add emotional value to customer experience. A unique feature of the workshop is to apply emotional mapping of a “live” customer experience through mystery shopping. At the end of the workshop, participants learn to:

• Appreciate the importance of emotions in customer experience
• Understand and identify the type of emotions and emotion triggers
• Adding emotional value to customer experience
• Emotional mapping of customer experience

The workshop was designed and facilitated by Mr. Johnson Ong Chee Bin, Chief Happiness Coach of Living Better.