Every service encounter be it face-to-face, telephone calls or the internet, requires service staff to project confidence, assurance and professionalism. People Excellence is about how we service providers have to be ever ready to serve and handle Customers situations with confidence. The workshops are designed to equip staff with Service Skills to help them respond and resolve Customers’ problems and expectations.
This is a 1-Day Workshop for staff who want to “Look Good”, “Feel Great” and “Project Well” at work. Staff will learn to build self-confidence and how to project a professional image that captures the customers’ attention.
• The Power of First Impression
• The Art of Communication & Attention
• The Confident Self
• The Projected Professional imag
EFFECTIVE PRESENTATION SKILLS
Making a powerful presentation requires practice, confidence and mastery of materials. This 2-Day Workshop is the answer to those who are keen to learn how to present their materials and views. They will learn and apply the tips to overcome the fear of presenting and become the center of focus to the audience.
• Basic Effective Presentation Skills
• Developing Great Content, Great Design & Great Material
• Conducting Great Delivery
• Managing Nervousness
WINNING NEGOTIATION SKILLS
This 1-Day Workshop is designed for Managers and Supervisors to learn how to influence others through effective negotiation. The focus in achieving a win-win resolution is through knowing the “What” and “How” to negotiate. Managers and Supervisors attending this workshop will acquire negotiation tips and guidelines on how to understand others and work with others to achieve the desired outcomes.
• Negotiation, Negotiation, Negotiation
• Win-Win Outcomes & Solutions
• Essential Negotiation Skills
• Knowing Negotiation Steps
EMOTIONAL INTELLIGENCE (EQ) IN SERVICE
Handling daily challenges with Customers and colleagues require more than just skills and intellect. This 2-Day Workshop is designed for Managers and Staff to build their confidence and competence through showing their EQ, to learn about using emotions intelligently, not just to control their emotions.
• Knowing the A.S.K. at work
• Knowing EQ at work
• It starts with knowing Self-awareness
• Moving from IQ to EQ
WRITING WINNING REPLIES (C.R.I.S.P)
With the growing internet and social media, responding via emails now require writing competencies. This 2-Day Workshop is designed for Managers and staff who are responsible for writing replies to their Customers’ enquiries, complaints, and compliments. They will learn how to frame and pen down the appropriate responses using C.R.I.S.P that will connect and answer to the Customers needs and expectations.
• Why the need to respond?
• Managing Compliment & Complaint
• Building Blocks of Winning Replies
• Business Correspondence Strategy
• (Using C.R.I.S.P Approach)
EFFECTIVE PROBLEM SOLVING & DECISION MAKING
When faced with challenging situations, many find it difficult to resolve the issues because either they are not empowered or lack the skills to do so. This 2-Day Workshop is designed to help Managers and Supervisors to acquire problem-solving and decision-making tools that will enable them to expedite solutions to a problem.
• Identify Problem Solving & Decision Making
• The Importance of Problem Solving & Decision Making
• Problem Solving & Decision Making Steps
• (Using IDEAL Approach)
HIGH IMPACT TRAINER DELIVERY SKILLS
This 2-Day Workshop is designed for Trainers who want to hone their skills in delivering and facilitating classroom training. This specially designed trainer programme will enable Trainers to pick up skills and tips in making their training delivery engaging and fun.
• All About Training & Training Preparation
• Knowing Training Process
• Managing Body & Voice
• Managing Participant’s Mood