Effective Customer Services
Pre-Requisites: None
Course Contents:

• Identifying your customers and their expectations
• Projecting the right first impression
• Positive steps to excellent customer service
• Moments of truth in customer service
• The importance of communication in customer service
• Handling complaints, anger and difficult customers
• Effective call handling
• Active listening and questioning techniques
• Making the most of your voice, understanding tone
• How to use body language
• Barriers to communicating effectively
• Making a difference to your customers

Learning Outcome:

• Understand the importance of excellent customer service and the direct impact of delivering exceptional customer care
• Appreciate the importance of working as a team
• Recognise how to improve the customer’s experience through improving personal communication skills
• Gain confidence in handling more difficult customers

Team Leader Training
Pre-Requisites: None

Course Outline:

• Understand the team leaders position within the organisation
• The responsibility and authority of a team leader

• The five key areas of team supervision: lead, communicate, organise, plan and control
• Meet the expectations of your team
• Learn the model of team leadership
• Set SMART goals and objectives
• Coach your team /motivation techniques and be assertive
• Appreciate the key components of goal setting - task, team and individual
• Develop your management style
• Effective communication skills
• Learn different management styles for different situations
• Pinpoint your own management style and evaluate for effectiveness
• Understanding when and how to discipline your team

Learning Outcome:

• Understand your role and management style
• Communicate effectively
• Set SMART objectives
• Become an assertive supervisor
• Motivate your team to achieve results
  

Staff Effectiveness
Pre-Requisites: None

Course Outline:

• What does customer service mean within the context of the service offered
• Time Management; exploring how employees currently manage their time
• Current approach and obstacles to productivity
• Time stealers and come up with practical
• We will explore the benefit of having SMART objectives to their role and the organisation
• The difference  and impact of  being  proactive rather than reactive
• How to manage stress and work place pressures
• The importance of performance management through goal setting
• How to give constructive  and positive feedback

Learning Outcome:

• Understand the importance of customer service.
• Know how to manage your work load
• Know how to manage your time
• Understand the impact of your working methods against their overall organizational goals
• Know how to manage your own stress levels
• Increase their effectiveness through performance management
• Able to give clear and effective feedback