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Keeping a customer is easier than finding a new one. Customer service is a key factor in today’s brand-central market. When customers like your service, they’ll let you know. And when they don’t like it, they’ll let everyone else know. Learn the key skills needed to build a loyal customer relationship in “Best In Class Customer Service”. This half-day seminar will teach you to understand the customer experience through the eyes of the customer, learn the eight critical C.U.S.T.O.M.E.R. steps and explore excellence in service through standards set by “Best-in-Class” organizations. Whether you’re on the phone or in the boardroom, you’ll walk away with an actionable “best in class” plan for your organization. Learning Objectives Recognize key skills required to build the customer service relationship Understand the customer experience through the eyes of the customer Learn the 8 Critical C.U.S.T.O.M.E.R. Steps necessary to provide exemplary service Develop skills to fully anticipate, understand and answer the customer’s needs Explore Excellence in service through standards set by “Best-in-Class” organizations in industry today Walk away with a commitment to “Best-in-Class” customer service 100% of the time Translate training into action: apply what is learned by setting a goal and building an action plan to implement back on the job Who Should Attend Those who provide service internal/external over the phone Receptionists Admin Assistants Technical Help Desk Inside Sales Customer Service Reps Targeted Departments with high levels of internal service Group discount:  Enter code CS071520 when registering 3 or more attendees to receive a 15% discount. When Wednesday, July 15, 2020 9:00 AM - 1:00 PM Where King of Prussia, PA 234 Mall Blvd. Suite G-50 King of Prussia, Pennsylvania 19406 Fee includes all training materials & morning beverage. Read More

Bud to Boss Toolkit When we’re in a managerial position, it is our job to guide and coach the performance of others. From setting clear expectations to helping others navigate challenges and obstacles, as supervisors we must help others perform at their best. The Supervision Basics courseware will help you set goals and objectives, know who needs additional coaching and help, as well as understanding what each person needs to create a great work situation. When we help our team understand what is expected of them, given them the feedback they need, as well as involve them in solving problems and issues, you’ll find each person more successful and the team is able to easily achieve its goals. This toolkit bundle includes the following bite sized mobile ready courses: Discussing Your New Leadership Role Plan and conduct productive conversations with those you will work with in your new role Understand the Expectations of a New Role Create clear expectations with your boss in your changing role Creating the Mindset for Your New Role Know what you need to do to transition your personal mindset to be effective in your new role Control vs. Influence Determine what you can control and influence to increase your persona and professional effectiveness Communicating Positive Expectations Know how to have positive expectations of others Motivation for Change Understand the factors that influence the desire and motivation to make a change Accelerate the Acceptance of Organization Change Implement the right actions to accelerate the acceptance and success of any organization change Diagnose Resistance to Change Diagnose  resistance to change to effectively lead and champion organization change Dominant Communication Style Know how to communicate and connect with employees who like to move fast and are task oriented Inspiring Communication Style Know how to communicate and connect with employees whoa re high energy and relationship oriented Supportive Communication Style Communicate and connect with employees who care about others and like to evaluate before acting Cautious Communication Style Communicate and connect with employees who are great with data and like to evaluate before acting Seven Components of Great Presentations Apply the seven key components required to give a great presentation Sources of Feedback Understand where you can tap into your feedback power and put it to use Four Types of Feedback Use the four types of feedback to create the right balance in your coaching Six Step Coaching Model Use the six step coaching model to lead others to higher levels of performance Remove Yourself as a Source of Threat Remove yourself as a source of threat during conflict to develop a mutual resolution plan Creating a Conflict Resolution Mindset Create a conflict resolution mindset to increase your ability to facilitate effective conflict management Accelerate Goal Achievement Articulate a compelling reason why a goal matters to accelerate progress towards achieving the goal Goal Setting at Three Levels Know the three types of goals to motivate & inspire your team to achieve higher levels of performance Read More

How do you create a culture of learning in your organization? A training and development program can make the difference between a good performance and a great performance—but only if it’s part of a holistic, strategic approach to organizational learning. Learn how to develop a learning organization with “Building Training From the Ground Up”.  In this one day seminar you’ll learn how to plan, design and present your plan to management, creating a manageable process for training success. You’ll learn to prepare and administer a training needs analysis, establish training goals that support the mission and objectives of your organization and design tools that measure the effectiveness of training. Learning Objectives Prepare and administer a training needs analysis Establish training goals that support the mission and objectives of the organization Promote training objectives and communicate arguments for financial support of training Understand the levels of measurement Design tools that measure training effectiveness Who Should Attend Those involved in or responsible for managing the training function Group discount:  Enter code BT080420 when registering 3 or more attendees to receive a 15% discount. When Tuesday, August 4, 2020 9:00 AM - 4:00 PM Where King of Prussia, PA 234 Mall Blvd. Suite G-50 King of Prussia, Pennsylvania 19406 Fee includes all training materials & catered lunch. Read More

Building Trust and Respect Managers build the level of trust and respect they receive from their employees, peers and customers. This course bundle includes the following bite sized mobile ready courses: Supporting Company Values Understand how your actions support the company values   Fairness with Others Evaluate how fair you are with others   Building Trust with Employees Build trust by learning what will create a great work situation for each employee   Trusting Others to Innovate Increase trust and respect by supporting and encouraging innovation   Respect through Resources Build respect by creating a network of resources for employees   Additional Courses These courses are part of the Management Communication Skills Learning Track. If you’d like to add to your development experience, consider selecting additional titles from this Learning Track: Communication Skills for Managers   Building Trust and Respect   Delegating Work Read More

Building Your Career Individuals take action to identify career opportunities, build the required skills and brand themselves to others. This course bundle includes the following bite sized mobile ready courses: Potential Career Opportunities Identify potential career opportunities   Company Jobs and Opportunities Explore the jobs and opportunities within the company   Identify Your Skill Gaps Identify your current skills and capabilities and determine what gaps exist   Create a Career Plan Create a solid career plan   Building Skills for Your Career Create a skill development plan   Building a Personal Network Strengthen your personal network   Branding Yourself Brand yourself to others   Reconcile Insufficient Career Opportunities Reconcile a situation with little to no career opportunities   Additional Courses These courses are part of the Career Development Learning Track. If you’d like to add to your development experience, consider selecting additional titles from this Learning Track: Coaching Career Development   Developing for Success   Building Your Career Read More

Building Your Leadership Skills Individuals build leadership skills that can help in any role, whether the person is an individual contributor, new supervisor or experienced manager. This course bundle includes the following bite sized mobile ready courses: Keeping Customers Informed Keep your customers informed of key information, progress and status updates   Seek Out the Ideas and Opinions of Others Actively seek the thoughts and opinions of others in key situations   Show Good Judgment Regarding Creative Ideas Demonstrate good judgment for how creative ideas and suggestions will work   Integrity Review Perform an integrity review on your actions and behaviors   Contributing to the Organization Strategy Identify what you need to do differently to effectively contribute to the organization strategy   Support the Organization’s Vision and Strategy Select the actions you will take to lead the organization’s vision and strategy   Manage Conflict with Others Use a process for managing conflict with others   Learn From a Conflict Management Expert Identify someone who is good at conflict management who you can learn from   How Inspiring Are You? Evaluate how inspiring your words and actions are to others   Be a Powerful and Inspirational Role Model Become a powerful and inspirational role model to others   Additional Courses These courses are part of the Becoming a Future Leader Learning Track. If you’d like to add to your development experience, consider selecting additional titles from this Learning Track: Communicating with Others   Building Your Leadership Skills Read More

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