The current world economic climate, together with the very competitive nature of the Global market, has forced most companies to look very carefully at what they offer to their customers. Frequently the products and services offered are of a similar nature. The only real differentiator may be the quality of service received.

With new global competition and as the amount of discretionary spending comes under closer scrutiny those company’s that can really add "service value" to the proposition are the ones most likely to succeed.

Adding "service value" from the client’s perspective is therefore key. It might be the attitude and responsiveness of staff, internal processes or the quality and speed of response that contributes to reducing clients operating costs.

We need to focus hard on our customer service strategy development and seriously improve service skills at every point where the customer touches us.　The essence of excellent service is differentiating yourself and your package within a customer-oriented environment. Knowing what the customer expects and delivering above that expectation is the secret to adding value. This will include a good understanding of our own products and processes.

Our seminar will enable participants to learn and apply the principles used by some of worlds leading companies to deliver first class customer service

Drawing on participant’s existing experience, knowledge and skills in managing or delivering customer service this seminar pulls together the key points needed to deliver top class service. It will provide front line staff with the knowledge they need to improve customer service and give them the opportunity to identify their own areas of personal development.

• Yes. If you interact with customers, either on a face-to-face basis, on the telephone or by post or e.mail.
• Yes. If you want to be able to raise your game and make a positive difference for your customers
• This seminar should be of interest to you if you are a manager, team leader or individual that has any responsibility for the developing internal processes and procedures with impact on the customer.

Instructor led facilitation. This seminar is designed to be highly practical, interactive, hands on and fun. The event will be a mix of exercises, pair work and small group discussion. In addition to sharing ideas, tools and tips delegates will receive work books with comprehensive notes.

• Introduction and definition
• Your obligation to the customer
• Striving for complete customer satisfaction
• Service standards

• Putting yourself in the customer’s shoes
• How to avoid problems and ensure customer satisfaction
• How to ensure that the relationship with the customer is positive.

• The first impression
• Key impressions
• Projecting the right image
• Instigating and maintaining a professional customer-led image
• Appearance, attitude and approach communication

• Building rapport
• Exceeding expectations
• Moments of truth
• Enhancing your organisations reputation
• Techniques for building and maintaining customer relationships

• Measuring and evaluating levels of service
• Identify and apply appropriate methods for generating customer feedback
• Responding to feedback and change operational systems accordingly

• Doing 100 things 1 % better
• Plan and discuss what they will do on the return to work

Mike brings over 25 years of customer service experience to this seminar. He has achieved an unenviable knowledge of all aspects of customer service gained from working with a wide variety of organisations ranging from small private UK businesses to multi national corporations operating in different cultures and countries.

The ability to facilitate meetings effectively is vital in business today. Are you confident your managers have the skills and knowledge needed to ensure that they are a good use of resources and time?

Delegates will participate in activities which will help them to encourage groups to think differently, to share information and gain consensus in decision making. They will also get the opportunity to practice their newly acquired skills in a "safe environment."

• You run information gathering events and wish you could be more effective
• You are involved in change and wonder how to build commitment and consensus
• You need to help people make decisions and solve problems
• You wish you could structure your meetings more effectively?
• You have ever been concerned about managing difficult behaviours in meetings
• You wish you could generate more creativity and fun into your meetings
• You have ever considered being a facilitator or building your facilitation skills?

You will learn new skills and techniques for getting people to work together more effectively. You will have the opportunity of practising as a facilitator and participating in a series of facilitated sessions, gaining personal and group feedback. Even if you have some facilitation experience, you will be able to compare your personal practice and learn new ways of engaging workshop participants.

Instructor led facilitation. This seminar is designed to be highly practical, interactive, hands on and fun. The event will be a mix of exercises, pair work and small group discussion. In addition to sharing ideas, tools and tips delegates will receive work books with comprehensive notes.

• Definition
• The reasons for facilitation

The Purpose of the Meeting:

• Preparation
• Setting agendas
• Pre-meeting discussions for quick agreement.

• The responsibility of the chair and participants
• Cost of meetings
• Do they all need to be there?

The Attributes of a Great Facilitator

• Personal qualities
• Controlling the discussion
• Dealing with conflict
• Keeping to time
• Reaching consensus
• Agreeing actions
• Managing the minutes.
  

Meeting Logistics:

• Creating the right environment
• Meeting room preparation
• Equipment and facilities
• Visual aids.

Facilitation in Meetings:

• The importance of control
• Involving the entire group;
• Ensuring understanding is reached
• Summarising key points.

Meeting Participation:

• The Role of Ice-Breakers
• Being persuasive
• Clarity and brevity
• Minute-taking
• Confidence building.

• How people interact
• Resolving challenging situations
• Handling silence and multiple inputs
• Involvement and commitment.

Communicating Confidently:

• Body language;
• Obtaining agreement and commitment
• Constructive and challenging contribution
• Dealing with questions and active listening.
  

• The Tuckman model of team dynamics.
• Motivation factors

Problem Solving:

• A systematic approach
• Creative and analytical problem identification
• Willingness to change or compromise
• Brainstorming
• Process Mapping
• Participative decision making.
  

Closing the Meeting:

• Summarizing
• Points of action
• Ways in which decisions will be implemented.
  

Reviewing Success:

• Review and develop meeting process to be used at work.

• Plan and discuss what they will do on the return to work

Our programme is designed to be highly practical, understandable, hands on and fun We will be using case studies and scenarios. In addition to giving ideas, principles and theories we will give delegates methods, tools, tips, techniques and strategies that will allow them to raise their understanding about all aspects of customer service

• Identify the roles and responsibilities of those involved.
• Explain the ingredients of an effective meeting.
• Prepare an agenda.
• Plan the logistics of a meeting.
• Demonstrate the skills of chairing a meeting effectively.
• Make a constructive contribution at meetings.
• Handling problem solving and decision making.
• Review the effectiveness of meetings.

Mike brings over 25 years hands on leadership and managerial experience to this seminar. He has achieved an unenviable knowledge of all aspects of management and leadership gained from working with a wide variety of organisations ranging from small private UK businesses to multi national corporations operating in different cultures and countries.

The ability to recruit the right people effectively is vital in business today. Are you confident your managers have the skills and knowledge needed? We all know how demanding and challenging the responsibilities of recruitment can be. In today's competitive market, recruitment presents an ongoing challenge for organisations. Attracting and selecting the right candidates is fundamental to an organisation's future success.

Do you regularly find your organisation panic recruiting?　 Is your staff turnover higher than it should be or are your operations at risk because you can’t find the right staff or keep recruiting the wrong ones?　 An inadequate recruitment and selection process can do more damage to your business than almost any other factor.The cost of the wrong recruitment decision is expensive both in terms of time and money.

Recruiting new staff and management isn’t about taking on someone who ‘interviews well’. It’s about seeing how they will fit in with the team and the organisation as well as identifying the skills, knowledge and experience they can bring. It’s also about getting the right person who, will not only fill the gap but, will develop and enhance that job role in the future.

You be introduced to a structured approach and will give you the tools needed to take back to the workplace The level of practical involvement provides a chance to experiment and develop new approaches in a positive and constructive atmosphere

The interview is frequently perceived simply as a selection device but it is in fact a vital management tool used on a daily basis by managers. Selection, appraisal, counselling, discipline and exit interviews all provide opportunities to develop a more productive and constructive employment relationship.

Instructor led facilitation. This seminar is designed to be highly practical, interactive, hands on and fun. The event will be a mix of exercises, pair work and small group discussion. In addition to sharing ideas, tools and tips delegates will receive work books with comprehensive notes.

• Positive
• Negative

The legal framework

• key laws and regulations
• Current legislation

• Defining and creating
  • a job purpose,
  • a job description
  • a person specification
  • clearly define required competencies
  • essential and desirable skills
• What are the most reliable methods for selecting the right applicant
• Make short lists work for you

1

• Purpose

• Preparing for the interview
• Build a relaxed atmosphere to improve communication
• Stages of an interview
• Conducting the interview

• Advantages and Disadvantages
• Structured approach
• Clear Objectives
• Seeking information
• Probing for evidence
• Recording responses
• Evidence not impression
• An effective use of time.

• The importance of summarising and checking information
• Avoid the ‘halo’ and ‘horns’ effect
• Making the hiring decision

• Plan and discuss what they will do on the return to work

Our programme is designed to be highly practical, understandable, hands on and fun We will be using case studies and scenarios. In addition to giving ideas, principles and theories we will give delegates methods, tools, tips, techniques and strategies that will allow them to raise their understanding about all aspects of interviewing

The ability to manage people effectively is vital in business today. Are you confident your managers have the skills and knowledge needed? We all know how demanding and challenging the responsibilities of management can be. When you are a manager you are not only expected to manage yourself, but also to deal with the day-to-day working challenges and emotional demands of the rest of the people and teams you manage. Do your managers know when they need to tell team members, coach them, support them or delegate to them?

Most of us start our careers as individual contributors, responsible only for our own work. Once we have become competent and develop expertise in the role we may be considered suitable for promotion. The first step on the management ladder is the supervisor, team leader, or first line manager. This role requires the individual to develop new skills such as communication, problem solving, managing people, leadership, planning, motivation and delegation.

This is a lively and interactive two day workshop that covers all these topics and uses a number of exercises to demonstrates the principles of supervising and managing people. Delegates will get the opportunity to practice their newly acquired skills in a "safe environment" enabling them to succeed in their role.

Mike brings over 25 years hands on leadership and managerial experience to this seminar. He has achieved an unenviable knowledge of all aspects of management and leadership gained from working with a wide variety of organisations ranging from small private UK businesses to multi national corporations operating in different cultures and countries.

Phone : 01423 810699    Email : info@highburtonconsulting.co.uk