Professional training in customer service

FEELINGS for Professionals

The longest-running program in the catalogue, rewritten and refilmed. It works on how employees read and respond to customers, and on how they regard their own work.

Three sessions of two to three hours, spaced a week apart.

What it covers

• Awareness of what customers actually need
• Practical skill in handling customers
• Employee self-worth and its effect on service
• Communication and cooperation between colleagues

The package includes

• Leader guide for the facilitator
• Video material for group training
• Participant books for 25 people
• Quality technique card and performance standard
• Certificate of accomplishment

On-The-Spot Decision

For teams where every decision waits on someone else. The program builds the confidence to settle things at the point of contact.

What it covers

• Making decisions with confidence, without escalating
• Shortening the time a customer or colleague waits
• Doing it now and doing it right, rather than doing it twice

The package includes

• Participant books for 25 people
• Customer-service performance standards
• Quality technique card
• Certificate of accomplishment

SMILE

Built around first impressions and the resilience behind them — helping participants find their own footing before asking them to project it to customers.

A single session of three to four hours.

What it covers

• Personal resilience and steadiness under pressure
• The weight a first impression carries
• Carrying that steadiness into work with customers and colleagues

The package includes

• Leader guide for the facilitator
• Forty minutes of video for group training
• Participant books for 25 people
• Quality technique card and certificate of accomplishment

Empowerment Skills for Workplace Success

Empowerment treated as a working habit rather than a slogan, for new and experienced staff together. Much of the value is in the group discussion it forces.

What it covers

• Making decisions on the spot, with permission to act
• How empowerment serves an organisation over the long term
• Techniques that carry over to life outside work

The package includes

• Leader guide for the facilitator
• Video material for group training
• Participant books for 25 people
• Customer-service performance standard and quality technique card
• Certificate of accomplishment

Moving Up

For organisations losing good people to complacency. It addresses why employees stop reaching — low self-worth, comfort, or simply never having been asked to.

What it covers

• Why capable employees stop aiming higher
• Becoming difficult to replace, deliberately
• Setting goals and working toward them with intent

The package includes

• Participant books for 25 people
• Customer-service performance standard
• Quality technique card
• Certificate of accomplishment