| TRAINING
& DEVELOPMENT
Where appropriate and possible, we prefer to go beyond the
development of 'surface' competencies (skills and knowledge),
and apply focus to the 'below the surface' competencies (attitude,
motive, self-concept, traits). All of our training is outcomes-based.
In effect every one of our learning programmes is a master
class. We are frequently asked to use our methodologies to
quickly identify and profile required present and future competencies
at the individual, team and organisational levels.
We fully embrace the notion and practice of life-long learning
for the refreshing of existing skills and the addition of
new skills that lead to self-improvement and more effective
workplace performance. All of our long and short learning
programmes aim at assisting learners to achieve mastery and
the organisation to achieve measurable competitive advantage.
Our long and short learning programmes are developed
against the following criteria:
· designed by accredited service providers
· superior outcomes-based and relevant material
· effective and "fit for purpose"
learning approach and delivery
· customised where appropriate and feasible
· achieve balance between self-directed discovery
and learning and - peer-group interaction and other support
· add practical, measurable operational value
· enjoyable and fun
· go beyond normal standards and aim at mastery
· excellent value for money spent
We are an organisation that is passionate about customer
service. Our programmes are learner-centric. Our LVP [learner
value proposition] is to "ensure that you attain competence
via simple, easy to follow processes, support and learning
that is enjoyable, challenging and satisfying and periodically
surprises by exceeding your own high expectations"
Samples of some of our in-house offerings, which we also license
to other training providers:
| Services to Training Providers |
Learning Material
We supply learning content for contact centres NQF
levels 2, 4 and 5 and for curtomer relationship
management at NQF level 5.
Assessment Guides
We supply assessment guides to training providers
and assessors for contact centres NQF levels 2,
4 and 5 |
|
| Customer
Relations Skills |
| At NQF level 5, this programme is designed to
raise the professionalism of marketers in the customer
service arena, and covers, inter alia, the establishing
and development of customer needs and relationships,
identification and managing of areas of customer
service impact, and monitoring the hjandling of
customers by frontline customer service providers |
|
| Improving
Call Centre Productivity Workshop |
| At last some clear and practical direction for
harassed managers with responsibilities for call
centres. An opportunity to learn about and discuss: |
- increasing productivity and reducing high
turnover and absenteeism
- lifting morale and service quality performance
- getting, engaging, keeping and making the
best use of quality staff
|
|
| "Solving
Problems and Making Good Decisions" |
- All timely, relevant and quality action starts
with a good decision. In our hectic and increasingly
complex world of work today entrepreneurs, managers
and supervisors are called upon every day to
make lots of decisions. And at home too! Yet
few have had the opportunity to learn a decision-making
system that works.
|
| Click
For More Info ... |
|
| "Enhancing
Teamwork and Partnering for Improved Customer Service
and Business Performance" |
- Often service delivery and business performance
is hampered because of internal obstacles, processes
and relationship difficulties. At this short
course you will gain valuable practical knowledge
and learn techniques and approaches that work,
to...
|
| Click
For More Info ... |
|
| "Managing
Your Time and Energy for Success" |
- Short Course Aims: The Lilliputians believed
that Gulliver's watch was his God, because he
did nothing without first consulting it! Many
of us have a constant battle with ...
|
| Click
For More Info ... |
|
| Customer
Service Management |
Introduction: Effective
customer service is the primary competing ground for all
businesses and organisations. It is the only sustainable
route to wealth-creation. Customer service centres are
being established at a phenomenal rate, yet relatively
few organisations have succeeded in developing a true
competitive edge via their service delivery.
Click here for learning
programme details |
| Optimising
Customer Call Centre Operations |
| Objectives |
- To understand the people, process and technology
dynamics that lead to underperforming and 'toxic'
customer call centres.
- To be aware of the specific stress points
which occur during a typical call centre lifecycle,
and the corrective and preventative actions
which can be taken.
- To apply appropriate means of integrating
the customer call centre with the rest of the
organisation.
- To understand an approach to performance measurement
which captures both productivity and relationship
elements and fosters teamwork between departments
within an organisation
|
| Click here
for course details |
|
| Learning
reflections for the 3H leader |
| Objectives |
- To engage senior management and aspiring leaders
in reflections, experiences, exchanges and self-directed
learning designed to trigger improvement in
key leadership competency areas at the individual
level
- To provide a methodology for establishing
a 'culture of leadership' within organisations,
in particular - service oriented organisations
|
| Click here
for course details |
|
| Life
and work skills development and revelling in transition |
Objectives
The programme is a means to self discovery, renewal, adopting
a positive future orientation, and most importantly -
effectively bringing about the motivation for self-empowerment.
Generating better utilisation of the human asset and improved
productivity and results at the individual, team and organisation
levels
Click here for course
details |
| Building
effective personal relationships |
| Objectives |
- To pinpoint constraints and skills-deficits
which contribute to sub-optimal personal relationships
- To improve capacity to monitor, maintain and
enhance relationships
- To develop those competencies which help to
ensure better relationships with customers
|
| Click here
for course details |
|
| Leveraging
Customer Value Propositions |
| |
| A short learning programme covering the techniques
of identifying and implementing customer value propositions
so that strategic service differentiation may be
established, successful CRM [Customer Relationship
Management] and CEM [Customer Experience Management]
undertaken, and brand value enhanced |
| Click
here for course details |
|
"Creating
a Coaching and Mentoring Culture in your Organisation"
|
| In just 2 days,
learn: |
- Why a coaching/ mentoring management style
has become the new imperative for business success
- What it takes to coach and learn to be coached
- How to create the right climate for introducing
a coaching culture in your organisation
- What ethics, motives and competencies/ skills
should apply
- How to set appropriate and measurable coaching
and mentoring goals
- How to implement the programme
- How to be a good business coach - learn some
valuable coaching and mentoring skills for developing
competence, improving performance, getting results
|
|
| Contact
Centre Supervision |
| At NQF Level 4, this learning
programme covers team performance, stress management,
team-leader self management and formal communication
skills for supervisors. |
|
| Contact
Centre Support |
| NQF Level 2, these programmes
addresses orientation to contact centres (internat
& external), people competancy, technical competancy. |
|
| Contact
Centre Operation |
| NQF Level 4, these programmes
is presented in 3 Modules: Selling Skills, Coaching
Skills, Electives |
|
| Contact
Centre Management |
| NQF Level 5, these programmes
covers strategy formation, planning, operations
(people, processes & technology) and measurement. |
|
Take advantage of
these unique learning opportunities and improve your effectiveness,
make a difference in your organisation.
|
