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Ever been on the receiving end of really stunningly bad customer service? Funny how we always remember the worst... and tell everybody about it! We may never complain but we certainly make them pay! So how does your customer service measure up? These titles help you get it right - recruiting the right people, solving problems, engaging your people with the customer, dealing with difficult customers and handling complaints in a positive manner are just a few. The tools are full of successful techniques that offer quick results. Especially recommended! - Try the powerful "7 Steps to Quality Service" with Leader's Guide and Workbooks immediately downloadable and adaptable to your needs. Look out for the special deal on buying all 7 steps together.

Filling the skill gaps within your team

Rating:

(43 votes) Gail Taylor - Barber

Getting the right people into the right jobs at the right time is an increasing challenge for today's manager. This is a study of identifying technical and behavioral skills lacking from teams and how managers can interview and integrate new team members effectively.

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How to quickly build teams

Rating:

(67 votes) Gail Taylor - Barber

This is the study of building effective and fully functional teams quickly. Introducing the RAPID model as a tool to assist managers in this process. It looks at practical ways that a manager can help their team to build confidence and increase productivity quickly.

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How to get 110% performance from your team

Rating:

(45 votes) Gail Taylor - Barber

The last area for making a difference in business is often the people who work for you. If used well, performance management can help your team to develop as well as adding value to the organization. This article shows the best ways to achieve 110% performance from those around you. This title uses United Kingdom data but the principles are usable and appropriate in all countries.

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Working with difficult people

Rating:

(43 votes) Janet Hope

It is often said that ‘it is not the person that is difficult, it is the situation’. Whilst situations do have a significant impact, we do have to deal with very difficult people from time to time. This article explores practical skills and practices that help to ensure that all people are working as a team.

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Working with difficult people - presentation

Rating:

(55 votes) Janet Hope

This presentation is designed to accompany the ‘Working with difficult people’ title by Janet Hope. The target audience is supervisors/line managers engaged in developing their team. The presentation can be a stand-alone item for inclusion in a team meeting or can form part of a team building/away-day event. It is a visual, interactive format aimed at heightening self-awareness of one’s behavior.

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Getting the right person for the job

Rating:

(45 votes) Kate Cobb

This article gives a comprehensive overview of the selection process. It focuses especially on the importance of the person specification in recruitment, leading to clear job advertisements and logical interviewing questions to ensure you select the ideal person to fill your vacancy.

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Getting the right person for the job - training session

Rating:

(23 votes) Kate Cobb

This participative training session for use by trainers and recruitment managers gives an overview of the recruitment process, shows the importance of the person specification in job selection and how interviewing questions can be planned so that the ideal candidate is found.

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How to understand people - my two golden rules!

Rating:

(47 votes) Debbie Percy

Could life really be as simple as following two golden rules! Yes, by discovering the beliefs we hold and the patterns of thought and feelings that result, each of us can discover a life more purposefully focused on creating fun and success.

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Seven steps to quality service - Setting up and running the workshops

Rating:

(34 votes) David Illingworth

This preliminary module is essential reading and preparation prior to running a successful program of seven training courses. It gives practical and general guidance on preparing, running and completing any of the seven workshops within the ‘Seven steps to quality service’ program.

How to prepare and set up the seven workshops.
How to focus on success during the running of the seven workshops.
How to successfully finish a workshop and write action plans.

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Seven steps to quality service - Step one - giving good service

Rating:

(32 votes) David Illingworth

Step one in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘giving good service’, leads to practical action plans for making a difference. Step one contains a leader’s guide and a participant’s workbook.

How to identify the characteristics of good and bad service.
How to identify your customers and what these customers want.
How to increase customer satisfaction.

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Seven steps to quality service - Step two - improving our products

Rating:

(23 votes) David Illingworth

Step two in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our products’, leads to practical action plans for making a difference. Step two contains a leader’s guide and a participant’s workbook.

How to analyze the characteristics of good quality service
How to understand the Total Service Package
How to improve your products and services

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Seven steps to quality service - Step three - improving our people skills

Rating:

(34 votes) David Illingworth

Step three in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our people skills’, leads to practical action plans for making a difference. Step three contains a leader’s guide and a participant’s workbook.

How to identify good people skills in leaders and staff
How to use good people skills for improving your quality of service
How to identify your people skills and improve them

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Seven steps to quality service - Step four - improving our procedures

Rating:

(78 votes) David Illingworth

Step four in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our procedures’, leads to practical action plans for making a difference. Step four contains a leader’s guide and a participant’s workbook.

How to identify the ‘Moments of Truth’ for customers
How to change your procedures in order to improve the ‘Moments of Truth’
How to change internal procedures in order to improve the customer experience

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Seven steps to quality service - Step five - improving our packaging

Rating:

(67 votes) David Illingworth

Step five in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our packing’, leads to practical action plans for making a difference. Step five contains a leader’s guide and a participant’s workbook.

How to identify the characteristics of good packaging
How to improve your team’s workplace from a customer’s point of view
How to improve your organization’s packaging

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Seven steps to quality service - Step six - managing difficult situations

Rating:

(45 votes) David Illingworth

Step six in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘managing difficult situations’, leads to practical action plans for making a difference. Step six contains a leader’s guide and a participant’s workbook.

How to handle difficult people and situations at work
How to find effective solutions for managing difficult people and situations
How to handle complaints effectively

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Seven steps to quality service - Step seven - building on success

Rating:

(43 votes) David Illingworth

Step seven in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘building on success’ leads to practical action plans for making a difference. Step seven contains a leader’s guide and a participant’s workbook.

How to set team goals for achievement and improvement
How to set individual goals for achievement and improvement
How to develop an improvement plan for your organization

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Seven steps to quality service – Step 1 Giving good service + Free workshop guide

Rating:

(34 votes) David Illingworth

Engage participants in exploring what “quality service” really means This session, focused on ‘giving good service’, leads to practical action plans for making a difference. Step one contains a leader’s guide and a participant’s workbook. Includes a comprehensive guide to running the workshops.

How to identify the characteristics of good and bad service.
How to identify your customers and what these customers want.
How to increase customer satisfaction.

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7 in 1 - 7 Steps to Quality Service

Rating:

(56 votes) David Illingworth

Customer service is crucial! This is the full set of 7 workshops designed to help your team engage in improving the quality of the complete service package you provide to your customers. For all teams these highly practical workshops are fun, participative and can be delivered anywhere with minimal technical assistance. A flip chart is all you need!! All 7 steps plus a comprehensive guide to running the workshops at a special price.

Special offer: Get TOTAL results by purchasing ALL 7 Modules in this process

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