Training Courses - Training Provider In South East, Kent

Motivation is the reason or reasons why people act or behave in a particular way; it will help people to achieve their goals. If an individual is motivated, they will have job satisfaction.

Course Aim:

This course is designed to help Managers and Supervisor’s improve the performance of the people they are responsible for by increasing the commitment and energy they dedicate to their work.

Course Objectives:

People following this course, should come away with:

• An ability to identify the symptoms of poor motivation
• An understanding of what motivates and demotivates their team
• An action plan to improve performance through motivation

Suitable for:

Managers, Supervisors and those with responsibility for improving performance.

Group Size:

Up to 12 participants

Course Duration:

Half day (Suggested run time: 09:30 - 13:00 or 13:30 - 17:00)

The aim of customer service is to make customers happy, or better still delighted with the experience they have when dealing with your business. To do that, you need to exceed their expectations with every contact.

If your customer service is merely average, then it is probably invisible to customers. Only excellent service gets noticed!

Course Aim:

To agree what makes excellent service and improve the skills to deliver it!

Course Objectives:

By the end of this course, participants will be able to:

• Describe what excellent service looks like
• Understand how perception and reality might be different
• Recognise the barriers that can affect good customer service
• Explain the skills needed to deliver great service
• Describe the benefits of dealing with complaints in a timely and effective manner
• Explore areas for improvement within the workplace that might hinder excellent service

Suitable for:

Anyone working in private or public sector businesses that supply goods or services, as they all have customers!

Group Size:

Up to 12 participants

Course Duration:

1 day (09:00 – 17:00)

Research shows that 91% of unhappy customers don't complain to a business where they received poor service or an inferior product, they simply tell others. Worse still, even without the help of social media, they will tell between seven to ten other people who could have been potential customers.

If they are social media enthusiasts this figure could quickly reach the hundreds, if not more.

Course Aim:

This course is designed to provide practical tips and techniques for handling difficult customers and provides an understanding as to why people complain so that you can direct your response and identify preventative measures, especially if the same complaint keeps cropping up. This course also explores why complaints are good news for your business and provides an opportunity to review complaint management policies.

Course Objectives:

By the end of this course, participants will be able to:

• Identify the key reasons why customers complain
• Know what your customers think of you and your organisation
• Recognise and change your own thinking and behaviour when handling difficult situations
• Learn techniques for handling complaints and solving customer problems
• Review your customer service processes and improve its value to your customer

Suitable for:

Managers, Supervisors and those with responsibility for handling difficult situations and who want to understand how to provide a right first-time response.

Group Size:

Up to 12 participants

Course Duration:

1 day (0900 – 1700)

Selling is as much a part of an organisation's marketing supply as advertising, promotion, direct mail or any other technique. These may create awareness and interest in a product or service, however usually only the personal, face-to-face contact between the customer and a salesperson actually produces a sale. Selling is vital to the process of successful business.

Course Aim:

This course is designed to provide the understanding and skills required for successful selling

Course Objectives:

By the end of this course, participants will be able to:

• Understand the role of selling
• Explore the skills needed to adopt a professional approach and create the right first impression
• Identify which communication skills they need in order to understand customers' needs and communicate powerfully
• Recognise the difference between features and benefits and identify those benefits that make your business stand out from the competition
• Handle objections positively and learn to anticipate them
• Gain commitment and close successfully
• Develop an action plan for implementing the ideas and skills acquired

Suitable for:

Anyone who incorporates sales into their job role

Group Size:

Up to 12 participants

Course Duration:

1 day (0900 – 1700)

Successful telephone selling means understanding what customers are trying to do, and helping them make decisions they consider sensible by matching your products and services to their needs.

Course Aim:

This course is designed to give participants the necessary skills they need to practice when selling successfully over the phone

Course Objectives:

By the end of this course, participants will be able to:

• Understand the difficulties the lack of body language creates when communicating over the phone
• Highlight the key skills used by 'great' sales people
• Consider the importance of open questions and generate a list of questions that can be used during the sales call
• Differentiate between features and benefits
• Generate a list of unique selling points for the product or service that participants sell
• Explore the characteristics of an effective 30 second sales pitch
• Handle objections positively
• Close the sale confidently and successfully
• Analyse a typical sales call and identify areas for improvement
• Develop an action plan for implementing the ideas and skills acquired

Suitable for:

Any team member who uses the phone to sell goods or services

Group Size:

Up to 12 participants

Course Duration:

1 day (0900 – 1700)

This course is intended to help participants identify what makes effective communication and the specific skills they will need in order to be effective as communicators.

Course Aim:

To improve the communication process and communication skills within the workplace

Course Objectives:

By the end of this course, participants will be able to:

• Identify key barriers that may hinder effective communication
• Explain how to build rapport with others
• Recognise the importance of listening and not making assumptions
• Describe how to make communication clear and the importance of clarity
• Understand that what is meant is not always what is understood
• Recognise the importance of asking questions to clarify understanding
• Think about their own communication skills and how they can improve

Suitable for:

Staff at all levels up to Supervisor / First Line Manager

Group Size:

Up to 12 participants

Course Duration:

1 day (09:00 – 16:30)

This course consists of two modules, the first module is an Introduction to Employee Engagement and the second is focused on Building Engagement.

Module 1 - What's in it for me?

Course Objectives:

The aim by the end of this first module is to:

• Introduce managers to the subject of Employee Engagement
• Help managers begin to understand why Employee Engagement is central to being a successful manager
• Encourage managers to identify the factors that will make their team feel that they value the organisation they work for and are valued in return

Module 2 - Building Engagement

Course Objectives:

The aim by the end of this second module is to:

• Encourage participants to explore the role of the manager in the success of their team
• Help participants understand the sorts of things great managers do to drive employee engagement and its impact on customer service
• Help participants understand what it feels like to be engaged in their job and the difference it makes to how they feel and the quality of their work

Suitable for:

Participants with managerial responsibility or those working towards a managerial position

Group size:

Between 6 to 12 participants

Course Duration:

Each module is a half day of approx. 4 hrs, both modules can be combined and delivered as a one-day course if preferred

Who Moved My Cheese?

Each day brings change of one type or another. You certainly are not alone when it comes to experiencing change. Change happens to everyone. The good news is – change can lead to something better! This programme offers a helpful and even motivational perspective to help change the way you look at change.

Course Aim:

This course is all about dealing with change. It will help participants to recognise, adapt to and enjoy change whenever it happens. It does this through four amusing characters that live in a 'maze' and look for 'cheese' to nourish them and make them happy.

About the Programme:

Who Moved My Cheese? - is a simple story based on the best-selling book by Dr. Spencer Johnson that reveals profound truths about change.

This amusing and enlightening story introduces four characters, two are mice named Sniff and Scurry and two are little people. Their names are Hem and Haw (names to describe indecision). The 'cheese' is a metaphor for what you want to have in life, whether it is a good job, a loving relationship, money, a possession, health or peace of mind. The 'maze' is where you look for what you want, the organisation you work in, or the family or community you live in.

In the story, the characters are faced with unexpected change. Eventually, one of the little people deals with it successfully, and writes what he has learned from his experience on the maze walls. When you see the handwriting on the wall you can discover for yourself how to deal with change, so that you can enjoy less stress and more success, however you define it!

Suitable for:

Anyone facing unexpected change!

Group Size:

Up to 12 participants

Course Duration:

Half day (Suggested run time: 1430-1700)

The trouble with time is that we live in an increasingly hectic world and there is so much to do and very little time to do it in. Many of us feel that we need to pack more and more into each day. We need to get more done, check more messages, engage more on social media, give more time to family and friends and make more of our lives. Many of us find ourselves in a constant race against the clock, but it’s a race that none of us rarely win!

Course Aim:

To help you to achieve more in less time and with less stress!

Course Objectives:

By the end of this course, participants will be able to:

• Understand the pressures on their time
• Share time management problems and issues
• Identify and overcome common time wasters
• Prioritise and plan for success
• Manage interruptions
• Maximise the effectiveness of time spent with others
• Banish clutter and distractions
• Consider how to handle situations assertively
• Balance work and personal life

Suitable for:

Managers or Supervisors who need to manage their time more effectively.

Group Size:

Up to 12 participants

Course Duration:

Half day (Suggested run time: 09:15 – 13:00)