• Seminars advertised on this page are 4 hours in duration

• You are welcome to tailor a session according to your needs by creating your own agenda from the topics provided

• Course materials include a workbook and reminder cue card

• For a full day or 2 day workshop, combine topics that fit your needs

• Pre course and Post course follow up are available to maximise the training impact

• Prices start from $150+GST pp

Contact us to more information on these courses, or to make a booking.

Introduction

More and more organisations are looking for ways to increase their business. Outbound customer service is a natural progression for many organisations. You already have the customer, now you need to look after them. Proactive outbound customer service is about taking care of your customers. Any call reluctance will soon be dispelled after attending this seminar.

• Goals and Objectives – understanding your purpose
• Precall planning – preparing for success
• First impressions – building trust quickly
• Establishing need – questioning that helps you tailor your call
• Closing the call – ensuring you have made the most of the call opportunities
• Postcall follow up – maximising call information for an ongoing relationship

Introduction

Whether it be an angry customer or a negative colleague, we are all faced with challenging communication situations. Constantly we have to decide whether to say something, ignore it or pass it up the line to our manager to deal with. This course will help you to distinguish between the different kinds of challenging events and how you should handle each of them.

• Challenge & the Brain – understanding the connection
• Diffusing & Inflaming – managing your verbal, vocal, visual responses
• The powers of choice – ensuring you understand all your options, the consequences involved and choose the appropriate reaction for the situation.
• Negative, Natural & Naughty – recognising the power of these traits in challenging situations
• Positive communication – portraying a ‘can do’ imagine
• How to manage the irate, emotional and disruptive individual

Introduction

Throughout life we get to ‘choose’ very few of the people that we become involved with. In many cases life throws us together with all kinds of different people and we must figure out how to connect with them. In this workshop participants will learn how to build relationships and nurture them for ongoing success.

• Natural & Constructed Rapport – understanding the differences
• People Orientation vs Task Orientation – respecting our diversity
• Internal Orientation vs External Orientation – appreciating our uniqueness’s
• Communication preferences – tailoring your communication experiences
• Thriving in diversity – valuing and supporting one another’s unique traits
• Handling conflict – competing, collaborating, accommodating, avoiding, and compromising: learn what to expect from yourself and others when conflict arises.

Introduction

Most of us have picked up our communication skills through observing others in action. Wipe your slate clean and learn the truth about effective communication. Start here with the foundational principles of communication and build on this learning to become the best communicator that you can be.

• Receiver Oriented Communication – tailoring your communication experiences
• Visual, Verbal, Vocal – understand and maximise the 3 communication modes
• Listening with purpose – making the most of your time investment
• Barriers to understanding – identifying & eliminating the threats to your successful communication encounter
• Positive Communication – portraying a ‘can do’ image
• Establishing Trust – creating rapport and integrity through your communication practices

Introduction

There is only one effective way to communicate – that’s the Assertive way. Any other style of communication lacks respect for either yourself or others. Learn what it means to be a truly assertive communicator and take the first steps to changing your natural communication style.

• Define the 3 styles of Communication: Passive, Aggressive, Assertive
• Understand the 3 traits that form Assertive Communication
• Learn the 3 step method for phrasing an Assertive statement
• Practice through given scenarios preparing and delivering assertive messages
• Search your belief & value system to establish the place in your life for assertiveness
• Portray assertiveness through your visual, verbal and vocal modes

Introduction

Providing an excellent customer experience depends upon everyone in the organisation understanding how excellence is delivered and what “going the extra mile really means’

• Define customer & service
• The Ladder of Loyalty – from suspect to advocate
• Identify the physical and psychological needs of customers
• Understand the expectations of customers and how to meet and exceed them
• Learn who should have the control in any customer service interaction and how to manage the balance of when to give and take
• Find out what it takes to make an ‘Extra Mile’ customer encounter

Introduction

Your ability to be successful in all areas of your life depends upon how resilient you are. In this seminar you will learn how to get the most out of yourself by understanding how to fuel yourself, take care of yourself and increase your ability to bounce back after trying situations.

• Living in debit or credit – the emotional bank account
• Choosing your Reactions to Situations to alter the Outcomes
• Identifying your sources of energy input and output and managing the balance
• Understanding the differences between internal and external motivation
• Improving your personal and professional resilience
• The power of positive self talk

Introduction

Nearly everyone in an organisation uses the telephone to communicate to customers. Most individuals rely upon their own definitions of appropriateness to determine their level of telephone professionalism. In this seminar core standards of telephone service will be established.

• Telephone consistency and standardization – setting the foundation for your organization
• Maximizing your voice to establish professionalism, trust and rapport via the telephone
• Using technology to enhance your customer’s experience not diminish it. A look at cell phones, answer phones, emails, faxes and other supporting technology
• Difficult telephone scenarios; the most common will be discussed (angry people, language barriers and wafflers)
• Measuring your telephone performance, a look at how you can ensure your telephone manner stays sharp
• Communication compensations, how to enhance your verbal and vocal communication to compensate for a loss of 55% of communication in the visual arena