Leadership and Customer Service Classes

The first class that is recommended is Leadership Overview. The course is designed to explain the changing role of the leader in business today. Participants will learn about Situational Leadership, and apply the model to different business situations, determining the most effective approach to take with an employee based on numerous factors including their willingness, ability, time on the job, and experience. Lastly, participants will develop a measurable goal for self-development applying lessons learned from the course.

This course provides basic skill training for leaders who want to better communicate with every level of the organization. The strategies presented here will relate to how to avoid common communication pitfalls so frequent in the business world today. Participants will engage in activities that focus on strategies for effective speaking that includes techniques for sending clear messages free of filters, actively listening without barriers, and tailoring messages to fit one’s audience. By the end of the course, participants will have a professional development goal for communication that they will take back to the workplace.

This course provides an awareness of why employees are motivated to work and explores factors that affect performance. This course also examines the decision making and problem solving techniques that determine motivation factors. Participants will learn and practice these techniques through a series of exercises that will assist the leader in creating a motivating environment.

The purpose of this course is to provide leaders with the skills they need to identify and resolve conflict in the workplace. This course will provide leaders with an understanding of the sources of conflict, how to identify conflict or potential conflict situations, and typical behaviors in conflict situations. Participants will have an opportunity to examine and discuss real-life conflict situations and put into practice the knowledge and skills to resolve and reduce conflict as well as how to help employees change behaviors by eliminating or reducing conflict situations.

One of the most effective ways to accomplish more with less is to engage others in the accomplishment of tasks. Delegation is the process of providing the opportunity for someone else to act on your behalf, make a decision, or accomplish a task, and to share in the responsibility for the outcome. This course offers foundational knowledge, skill development and practice that will allow leaders to establish a delegation plan using an accepted model. Participants will experience the task, person selection process and create an implementation/action plan.

Positive communication and planning encourages goal meeting performance and positive behavior. Just as we need affirmation, encouragement, evaluation, redirection, and rewards, as a leader, so do our team members.
Through the use of a “Coaching Model,” leaders will be able to utilize proven strategies to encourage their employees and team members to reach their maximum abilities thereby reaching their goals, the team’s goals, as well as the company’s goals.
This course examines the impact and effectiveness of coaching employees for success. Participants will learn and practice the skills to successfully coach employees and team members by focusing on developing and accessing performance, and utilizing feedback and rewards.

Transitioning from an employee to a leader can be a challenge. Becoming a leader can introduce you to many gray areas, ones in which you are dealing with different personalities, emotional and intellectual.
The purpose of this course is to enable newly promoted leaders to successfully make the transition from coworker to leader. This course will assist new leaders in building confidence and making a successful transition.
Leaders will be provided with the knowledge and skills to handle situations and maximize the opportunities for career advancement, therefore promoting job satisfaction and personal satisfaction.
Harassment- This is another course that can be built to meet your company needs; based on those needs we can build it to be a two (2) to four (4) hour course.

We have several options for a teamwork class that would be very interactive. We stress how working together to accomplish the goal is much more effective than each team member working individually to accomplish the same goal. This course can be designed to meet the needs of your business.

Working Together is a team-building course. The goal of this course is to enhance one’s ability to work together effectively as a team. During this highly interactive course the dynamics of successful teamwork are explored and experienced. Emphasis is placed on positive interpersonal skills between team members that are necessary to ensure the accomplishment of goals within a specific work group.

The purpose of this course is to present guidelines which will enable participants to master specific customer service skills and behaviors during face-to-face encounters, enhancing a customer’s positive image of the company. Information presented in this course will focus on the following areas:

BUILDING RAPPORT FOR PERSONALIZED SERVICE

• Discusses methods for creating positive first impressions and examines reality versus perceptions in customer interactions

MANAGING MOMENTS OF TRUTH

• Defines Moments of Truth and introduces the concepts and tools to successfully manage them

SERVICE IN ACTION

• Consists of scenarios and role-plays intended for participants to practice the techniques and models introduced in the first two sections

SERVICE GOALS AND PERSONAL ACTION PLAN

• Designed to help participants create service goals and develop a personalized action plan to enable them to accomplish their goals

COURSE OBJECTIVES

• Identify and use methods for establishing and building a positive personal service image
• Use a structured approach to manage customer interactions
• Use communication techniques to build rapport with customers and create positive impressions
• Develop personal service goals and a personalized action plan

Customer service, by many analysts’ estimation, has reached a new low. This situation is caused by a variety of issues including unmet customer expectations; the most threatening because it is the most hazardous. Successfully managing customer interactions requires gaining customer satisfaction and loyalty. This course is designed to achieve this goal. It has three distinct focuses. The information covered, as well as the activities and practice provided during the course, will enable participants to:

• Value and promote the importance of good customer service by understanding how customer interactions – both external and internal – affect personal success and the success of the company
• Ensure and maintain customer satisfaction by consistently meeting and exceeding the needs and expectations of customers
• Provide excellent procedural and personal service to ensure the best possible experience for both external and internal customers

This course focuses on actions and behaviors in many environments and situations, the company and customers. Focusing on workplace values such as: coming to work on time, being punctual with regard to lunch and breaks, abiding by rules and policies, respecting co-workers, being productive, and serving customers in a positive manner.

The course will help participants understand where values come from, the importance of respecting workplace values, and the importance of assuming responsibility for one’s behavior. Participants will also learn how choosing appropriate workplace behavior contributes to the success of the company.

COURSE OBJECTIVES

• Define a “positive work ethic” and discuss its importance in the workplace.
• Identify actions that contribute to workplace success.
• Explain how employers, the company, and customers benefit when employees demonstrate a positive work ethic.

Professional use of the telephone is essential to the success of any company. Each call is an important moment of truth for customers. Because each call is so significant, every employee who interacts with customers over the telephone has an important customer service role and responsibility. The information to be presented will focus on the following areas:

COURSE OBJECTIVES

• Recognize the importance of good customer service to the success of the company.
• Understand customer needs and expectations and how to consistently exceed them.
• Project a positive, professional service image over the telephone while using basic customer service skills.
• Utilize active listening skills to increase understanding and ensure clear communication.
• Manage customer calls effectively by using proper techniques.
• Develop a set of goals for meeting and exceeding the needs of customers.

In a professional work environment, we need to be aware of the image we present to our co-workers and bosses, as well as our customers. The purpose of this course is to create an awareness of the importance of image and how it affects your life and offer steps to achieve the goal of “Being the Best You Can Be.”

• A positive image has physical elements such as appearance, dress and cleanliness, and mental elements such as attitude. Cues to mental attitude include posture, speech, manners, facial expressions and gestures
• The way we look, speak and act, sends messages to others, which can be interpreted either positively or negatively

COURSE OBJECTIVES

• Define image
• Identify the elements of a positive image
• Identify image builders and describe how they contribute to a positive image
• Identify image busters and describe what should be done to eliminate them
• Explain why a positive image is important and how it can help achieve personal and career goals
• Identify ways to present a positive image in the workplace
• Assess your personal image
• Identify specific steps towards enhancing your image