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Programs
The Teaching Company provides a wide range of training programs that can bring service levels to world class standards. You can choose from any of our programs or tailor one that meets your specific business needs. Call us for a discussion.
Customer Service
A strong client service orientation is the foundation on which successful organisations are built. A clear understanding of the basic needs and requirements of customers is the driving force behind such businesses. The growing significance of exceeding customer demands for quality service has special implications in any business. Proper handling of complaints, tackling of difficult customers and anticipation of customer needs are the main factors that shape a good customer service program. These principles need to be applied to internal and external customers alike.
Communication Skills
Good communications skills are essential to maintain good client relations in any business. Basically a customer relations person needs to know what the client expects and be able to manage requests that can be met. Acquisition of communication techniques and applying them are the most important aspects of good client relations.
Complaints Handling and Resolving
No system is foolproof and complaints are to be expected in any business. Proper understanding of complaints and managing them is important. Understand complaints and attitudes towards handling them. Complaints can be beneficial in identifying the faults of the system. Develop plans and resolve complaints. Institute service recovery programs for customer retention, and loyalty.
Customer Relationship Management
Loyal customers are essential for any business. Creation of loyal customers and the development of good relationship with them are the main objectives of customer relationship management. A market intelligent enterprise which makes use of data to support customer analysis and customer relationship management programs needs to implement its goals. Develop a customer relationship management program, manage costs associated with CRM implementation, identify reasons for implementing CRM, automate CRM, customize eCRM, and achieve CRM goals.
Service Excellence Program (Basic)
This course helps imbue the importance of effective communication as well as interpersonal communication and its effect on quality service. Develop customer service skills, provide quality customer service and solve customer service problems.
Service Excellence (Advanced)
Completion of this program would enable one to discuss the basics of service standards, monitor service and understand the importance of management support for exceptional customer service. Participants will be able to build customer service teams, select the right employees, provide training and empowerment, motivate employees and help them understand their customers and how customers measure service. The importance of employee loyalty and how it affects service and creates memorable service is also covered in this course.
Crisis Management
Crisis management needs accurate anticipation and comprehensive preparation. A plan to prevent, respond to and recover from a crisis is very important in disaster management. Now a key competency for most organisations, crisis management is embedded in all processes through training at all levels.
Managing Risk
This program is intended to help you identify specific risk management considerations for specific types of businesses and industries. It will help you develop a strategic approach to risk and thereby enhance a company's competitive advantage. Topics covered are differentiation between traditional and contemporary risk management factors influencing a risk management model, identifying risk sources, conduct environmental scanning, categorize assts exposures, determine an appropriate risk control strategy, identify risk financing dimensions, create and implement a contingency plan.
Business Etiquette
Today's corporate world demands a sophisticated behaviour and refined manners that make business interactions professional. This program is intended for new entrants to the corporate world or those who want to brush up their skills. Topics covered are how to create a professional image, follow office etiquette, introduce people properly, adhere to etiquette in meetings and display courtesy on the telephone, voice mails and written communication.
The Fine Art Of Dining
Maintaining a good image is important in personal life as well as when representing your business in formal events. This program is intended to improve or brush up your dining skills. Learn the finer points of formal dining. Follow proper etiquette at business functions. Identify formal table settings, utensils and glassware and learn to use them. Know what to do and what not to do. Get an introduction to wines and liquor.
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