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Upcoming Essential Business Training Courses | Checklists

EXCELLENCE IN CUSTOMER SERVICE

OBJECTIVES

The workshop is designed to develop further in those attending an understanding of the essential skills of customer service and an opportunity to review opportunities to enhance the service which they provide.

LEARNING OUTCOMES

By the end of the workshop participants will:

• Have developed an awareness of the growing importance of customer service in modern business
• Have reviewed ideas on how to develop quality service
• Have developed their individual skills in dealing with customers, solving customer problems and conveying a positive image of their organisation, either face-to-face or over the phone
• Recognise the importance of teamwork and communication within the organisation to support excellent service
• Have drawn up a checklist of actions in customer service to apply back at work.

METHOD

The workshop will focus on examples relevant to the service business and encourage participants to apply the training in their everyday work.

The training will be enjoyable, productive and fun!

DURATION: One day.

VENUE: Isle of Wight, June 2007.

COST: £195 per person.

Chris Phillips & Associates

Management Development and Consultancy

www.ResultsThroughPeople.co.uk

Tel: 01983 740586

MANAGING EVERYDAY PRESSURE AT WORK

OBJECTIVES

Increasingly, pressure has become a feature of modern business. Some people thrive under pressure, others respond much less well. This workshop will look at the potential causes of pressure at work and develop practical ideas of how to avoid unnecessary pressure and survive healthily! It will also include the keys to managing others who themselves could be working under pressure.

LEARNING OUTCOMES

By the end of the workshop participants will:

• Understand the causes of excess pressure at work
• Recognise why some people thrive under pressure and others respond less well
• Understand the effects of excess pressure
• Be able to survive pressure more effectively and learn practical techniques for reducing the effects of pressure
• Know how to ‘pressure proof’ themselves and be able to achieve and sustain a healthy lifestyle
• Be able to manage others who are potentially working under pressure
• Have developed a personal action plan to apply in everyday business life.

METHOD

The training will be practical, relevant and fun!

Participants will be asked to complete a brief pre-course questionnaire which will help identify areas of difficulty and ‘pressure points’.

The workshop will focus on developing practical solutions which will help pressure-proofing’ in everyday work.

DURATION: One day.

VENUE: Southern England, May 2007.

COST: £225 per person.

Download the following checklists in Printable PDF Format

Providing ‘Excellent’ Service

• Remember ‘excellence’ is about delighting, providing the extra something

• Always emphasise what you can do, not what you can’t

• Use clients as a source of good ideas : pass these on. Use these ideas

• Remember points of detail – they get noticed

• Think ahead … put yourself in your customer’s shoes

• Do something or provide something different tomorrow

• Never compromise on quality

• Today’s customer will recommend your service to others

With acknowledgement to Tom Peters

Managing Everyday Pressure

• Learn to unwind – allow time at the end of a busy day

• Sleep – take as much as your body needs

• Take regular holidays – away-days, week-end breaks

• Enjoy hobbies – a different activity outside of work

• Try massage – Shiatsu, Aromatherapy, Indian Head Massage

• Use meditation – singularly or in groups

• Try Yoga or Tai-Chi: stretching and relaxing

• Take regular light exercise, aerobic activity – swimming is particularly good!

• Try calming breathing

• Smile and laugh … both help reduce stress!

Practical Motivation for People in Teams

• Set challenging targets, but make sure they are realistic and achievable. Try to involve people in determining their own objectives. People need to feel in control.
  
• Brief the team regularly on progress and what is happening in the organisation.
• Use on-going success as a motivator.
  
• Get people involved in planning work and innovating: use ideas from individuals and the team.
  
• Increase individuals' responsibility by delegating more. Allocate work in such a way that everyone has a chance to take on more responsibility and gain more expertise.
  
• If possible allow people maximum scope to vary the methods, sequence and pace of their work.
  
• Ensure that the relationship between effort and reward is clearly defined.
  
• Provide opportunities to coaching, training and development.
  
• Catch people doing something right and say so!

Download the checklists in Printable PDF Format