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Customer Service

ABC's of Business Writing

The ABC's of Business Writing

Ever judged a book by its cover?

What we write is seen as a reflection of who we are, and the organisation we represent.
What image does your organisation project?
Are you concerned about the quality of your business communications?

Learning Objective:
By the end of the workshop, participants will understand:

Target Audience:
Anyone who communicates in writing... In other words, everyone!
For everyone who needs to write letters (and emails), communicate effectively and look professional

Content:


Length: One full day
Format: Workgroup interactive
Optimum number Participants/facilitator: 18

Debt Recovery

Debt Recovery

The People Skills of Debt Recovery

Attitude
Before Making the Call
Documentation
Communication Skills
Conflict Resolution
Stress Management

Learning Objective:
Learn the People Skills associated with successful Debt Recovery.

Target Audience:
Staff members, Managers and owners who are responsible for Debt Collection.

Content:
Knowing your client, what your Attitude should be, what procedures and paper work should be in place before allowing Credit Sales. Communication skills, procedures to be used when making Phone calls, how to keep good records and documents to allow your Collection Agency (or you) the best chance of success if you proceed to legal means, how to minimise and manage conflict, and simple Stress Management.

A practical video will be shown reinforcing the main points of the programme.

Length: One full day
Format: Workgroup interactive
Maximum number Participants/facilitator: 15

Frontline Professionalism

Frontline Professionalism

Reception Training

Learning Objective:
To create understanding of how vital your role is in projecting a professional, business-friendly image of yourself and the organisation you work for. To provide you with the knowledge and skills to be a competent professional when dealing with callers on the phone and visitors, face-to-face.

Target Audience:
Receptionists and staff who “fill in” for the receptionist or anyone whose job involves a high level of customer contact on the telephone.

Content:

First impressions
Understanding the impact of impressions and perceptions and why it is vital to project a professional, business-friendly image.

Frontline responsibilities
Greeting and screening visitors, the reception environment, being pro-active and having a business-friendly mindset.

Telephone techniques
Answering professionally, screening and directing calls, taking complete messages, transferring calls and dealing with foreign accent callers.

Attitude & professionalism
Importance of a good work ethic, using initiative, being willing to accept responsibility and having a can-do attitude when dealing with internal and external customers.

Customer focus
Building rapport, establishing needs, effective listening skills, being proactive and following up.

Vocal impact
Positive wording, effective use of voice, what to say, how to say it -  tone, pace, pitch, slash-the-slang and voice improvement exercises.

Remaining professional under pressure
Prioritising, controlling the call, handling complaints and dealing with difficult people.

Personal image
Guidelines on business dress and grooming.

Duration: 1 full day
Max group size: 10
Available: in-house or public workshop

This workshop presented in partnership with (and content created by) Marie Posa, Innovative Training Ltd. Marie Posa. Content Copyright © 2011 Innovative Training Services

Improving Customer Service (Creating the Competitive Edge)

Improving Customer Service

Creating the Competitive Edge

Satisfying Expectations
Teamwork Skills
Communication Skills
Customer Service Skills

Learning Objective:
To learn and practice team-building and communication skills with a customer service focus, and  overlay these on an understanding of the principles of effective Customer Service.

Target Audience:
Choice of 'all staff ' (mixed), or separate groups by task category.

Content:
Communications:
Basics of the communication process, barriers, filters & screens, giving clear instructions, using  conversation-management techniques to ensure full information flow, practical exercises for  comparison of written & verbal methods, body language awareness.

Teamwork:
Attitude, Teambuilding skills, how & why teams form, team dynamics, roles, values and  relationships. Internal / external customers. Practical exercise on value tolerances.

Customer Service:
What are 'expectations', who sets them, how are they set, at what cost, and what happens if you don't meet (or exceed) them? Examination of 4 key elements of Customer Service - Training and Development, Resources, Systems & Policies, Organisation Structure. In-depth Video-based case study of a typical supply company with more than 40 how-not-to's  commonly found in NZ organisations, and workgroup exercises for either all-staff, or segmented  staff teams.

Length: One full day.
Format: Workgroup interactive
Maximum number Participants/facilitator: 15

Relationships & Conflict

Relationships and Conflict

Relationship Awareness
Rewarding Environments
Motivational Value Systems
Valued Relating Styles
Conflict Sequence
Conflict Resolution Skills

Learning Objective:
Through a self-survey and facilitated feedback session, discover how you naturally behave and relate to others when things are going well, versus when things are not going so well, and how others react in similar circumstances. Learn how to resolve conflict more effectively using simple models and methods, building on what you've learned about how you and others behave naturally and in conflict.

Target Audience:
Anyone who wants to work more productively and harmoniously with others - particularly in work teams. Any team that is currently dysfunctional due to interpersonal conflict.

Content:
Relationship Awareness® Training (Strength Deployment Inventory® - SDI®) – a modern psychometric instrument based on Elias Porter’s work since 1935, includes a self-survey of the participants own Motivational Value System, Valued Relating Style and Rewarding Environment, allowing participants to identify their ‘natural’ state and then contrast that with how the participant ‘moves’ relating style during conflict (Conflict Sequence). An understanding of and comparison to 6 other potential styles and their associated conflict sequences.

Conflict: Building on that process we examine the usual causes of conflict and the potential stances that people can take up during conflict, in an examined tension between the drive to satisfy the concerns of others and the drive to satisfy own needs. Video-based case study ‘Dealing with Difficult People’. DESC scripting – a model of ‘scripting’ prior to discussing undesired behaviour in a way that depersonalises the issue, focuses on behaviour only, offers solutions and outlines consequences. Small-group Simulations are used to reinforce and test the models.

‘Relationship Awareness Training’, ‘Strength Deployment Inventory’ and ‘SDI’ are all registered trademarks of Personal Strengths Publishing Inc, Post Office Box 2605 Carlsbad, CA, USA, email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

Course fee includes your Strength Deployment Inventory.
Length: One full day.
Format: Workgroup interactive
Optimum number Participants/facilitator: 18

Need a facilitator to mediate internal conflicts? Check out The People Effect

Team Building

Building the Team

Players
Leaders
Attributes
Team Survey
Communications

Learning Objective:
To understand why and how Teams form, how they operate, how to manage, motivate and improve Team performance.

Target Audience:
Anyone who wishes to create a Team, or needs to actively lead, or manage, or simply be a more effective part of, an existing Team.

Content:
How & why Teams form, the formative process, group norms, establishing entry & maintenance criteria, establishing Team objectives, characteristics of effective Teams, communications within & outside the Team, internal/external relationships, Team goal-setting. Group motivation & the importance of individual difference. Team Values. Team Survey. Leadership styles for Teams. Self-Managing Teams.

Length: One full day
Format: Workgroup interactive
Maximum number Participants/facilitator: 15