Category Archives for "Customer Service"

Jun 14

Practical Leadership

By PE Admin | Customer Service , Workshops

Managers & Leaders

This is a modular  Practical Leadership Programme which is designed to provide attendees with a range of knowledge, practical skills, tools and techniques they can use on a daily basis to build their effectiveness as a Leader.   

The aims of this programme are to help attendees: 

  • Identify and develop their strengths and weaknesses as a manger and leader
  • Lead high performance teams
  • Identify and develop the learning needs of their teams and of individuals
  • Create engaging employee & customer experiences
  • Improve their team’s performance and profitability

Programme structure

​This is a modular training programme that can be designed around the needs and capabilities of each business. We do not prescribe what to cover in leadership development, instead we offer a solution that is aligned with each individual’s learning needs as well as the objectives of the business.

A Sample Programme

A Sample Programme

All programmes will follow a similar structure:

  • Pre-Training leadership competencies Assessment 
  • Pre -Training Personal & Business Objectives setting
  • 4 – 8 hour training workshops (As required)
  • 30 minute business coaching sessions per candidate (As required)
  • Post-Training leadership competencies Assessment Evaluation
  • Post-Training Personal & Business Objectives Evaluation

Leadership Workshops

Each workshops is practical, intense and interactive; allowing attendees to learn the fundamentals of the topic, allowing them opportunities to refine their knowledge and skills before putting their learning into practice back in the workplace.

  • Building Your leadership brand
  • Leadership vs management
  • communication & Influence
  • Time Management
  • Building & Managing Teams 
  • Coaching & Feedback Skills 
  • Conflict Management
  • Performance Management
  • Workplace Learning 
  • INterviewing Skills
  • Delegation Skills 
  • Problem Solving

Leadership VS Management

Objective           

By the end of the course, Candidates will be able to:

  • Identify the differences between management and leadership and how/ when to use them effectively.
  • Identify the strengths and limitations to various leadership styles.
  • Demonstrate how to use the Action Centred Leadership model to
    • Achieve the Task
    • Manage the Team
    • Manage Individuals

 

Learning Topics

  • The difference between leadership vs management
  • The different leadership styles and how and when to use them
  • Situational Leadership and adaptive leadership styles
  • Achieving more through Action Centred leadership

 

Audience           

All Employees with leadership responsibilities

Duration 

1/2 Day 

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Jun 14

Excite – Delight – Inspire – Customer Service Programme

By PE Admin | Customer Service , Workshops

Excite, Delight & Inspire

This is an interpersonal engagement programme that is designed to build the foundations of a customer focused culture and enable all employees to deliver memorable experiences.

  • Improve the customer experience through having a more engaging service
  • Improve the  quality, consistency and efficiency of employees completing day to day tasks and the delivery of service
  • Improve complaint handling and how employees deal with service issues
  • Upskill Managers & Trainers to deliver on the job training and employee skill development so they can lead higher performing teams

Our workshops have been designed to enable your managers and in-house trainers to identify and manage the areas of service that influences the customer experience. This is achieved through encourage positive employee behaviours or quickly correct negative ones.

Customer Engagement Workshops

Each workshops is practical, intense and interactive; allowing attendees to learn the fundamentals of the topic, allowing them opportunities to refine their knowledge and skills before putting their learning into practice back in the workplace.

  • Delivering Customer Service
  • Leading Customer Service

Excite & Delight: Delivering Exceptional Service - All staff

Outcome –  This workshop will provide service staff the foundation essential skills to deliver exceptional customer service. 

Learning Topics

The Value of Exceptional Service

  • Customer Needs & Expectations
  • The price of getting it wrong

Standards of Service

  • The customer service journey
  • Customer service Skills & Behaviours
  • Satisfactory vs Exceptional service
  • Defining Service Standards
  • Service touch points

Effective Communication

  • Understanding your communication style
  • Building Rapport
  • Using your voice effectively 
  • Body Language & Non-verbal Communication
  • Active Listening Skills
  • Questioning Techniques

Emotional Intelligence

  • Defining Emotional Intelligence
  • How emotions affect your performance.
  • Managing emotions in difficult situations.

Complaint handling & Finding Solutions

  • Value of complaints
  • Complaint handling Process
  • Understanding your customers with empathy 
  • Resolving complaints
  • Saying “no” effectively
  • Dealing with common complaints

Telephone Skills

  • Handling calls
  • Transferring calls
  • Using your voice more effectively
  • Using your words wisely
  • Closing the phone call

Action Planning

Audience – All Service staff

Duration –           2 Days

Measurements for success         

  • Improved customer feedback
  • Reduction in customer handling times
  • Reduction in complaints
  • Increase in product recommendations & cross promotions