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Customer Service: Getting Back to Basics
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Best Practices in Customer Service
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Projecting Professionalism on the Phone
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Attitude and its Effects on Service
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The Lifetime Value of the Customer
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Achieving Success Through Service
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How to Deliver Drop-dead Service
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Train-the-Trainer
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Team Building
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Human Resource Management
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Managing the Service Encounter
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People Management
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Principles of Customer Service Management
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Creating Employee Value
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Communication Skills
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Presentation Skills
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Effective Supervision
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Change Management
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Strategic Planning
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Performance Appraisals
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Organizational Behaviour
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Strategies for Creating a Service Culture
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Stress Management
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Personal Development
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The Manager’s Role in Customer Service Leadership
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Trainer Development
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Strategies for Developing and Maintaining a
Student-First Culture in Tertiary Institutions
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The Power of a Positive Attitude
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Projecting a Professional Image
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Quality Assurance
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Employee Motivation
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Managing Customer Relationships
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Knowing Your Customer
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Delivering Legendary Service
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Best Practices in Human Resources
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Customer Loyalty
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Supervising the Service Encounter
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Accounting for Non-Financial Managers
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Managing Teams
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The Service Professional
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Time Management
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Developing a Reward and Recognition Program That Works
(½ day)
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Mastering the Art of Listening (½-day)
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Profit through Service Excellence
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How to become a World-Class Individual (½ day)
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Coaching for High Performance
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The Telephone Professional
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Pathways to Legendary Customer Care
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