21st Century Customer Service: The Key To Your Future Success
Benefits Of Attending The Program:
Who Should Attend
Gain The Tools, Techniques, and Knowledge to Succeed in a New Millenium
Characteristics Of Customer Service In High Performance Organizations
Managing Your Projects to Success
Program Objectives
Who Should Attend
Gain valuable new skills!
MODERN PERSONNEL PRACTICES FOR BUSINESS AND GOVERNMENT
Program Objectives
Who Should Attend
Gain valuable new skills!

21st Century Customer Service: The Key To Your Future Success

A two-week intensive program focusing on maximum satisfaction for your customers resulting in increased loyalty, profits and efficiency. the program is designed for individuals whose responsibility is to improve customer service of their organizations.

Benefits Of Attending The Program:

· Increase Customer Acquisition And Retention - Lock In Customer Loyalty
· Obtain An Infrastructure For World Class Customer Service
· Develop Top Team Performance At All Levels
· Develop A Global Mindset In Customer Service
· Learn The Do's And Don'ts Of Customer Service
· Learn How Successful Companies Have Gained Momentum And Out-Performed Their Competition
· Deliver No Nonsense, No Excuses Customer Service
· Learn How To Meet The Demands Of Today's Customers
· Avoid Losing Customers To Innovative Competitors And Achieve Competitive Advantage
· Improve The Interaction When Delivering Service And Support To Customers
· Improve Customer Satisfaction Ratings
· Learn New Skills For Using Communication Technologies

Featuring Visits To Organizations Renowned For Their Excellent

Is Your Organization Truly Customer Driven?

In today's turbulent business environment, exceptional customer service is the ultimate competitive weapon. While many organizations claim that they focus on their customers and excel at satisfying their customers, most of their policies are written only on paper. Too often, the responsibility for customer satisfaction is delegated to the supervisory staff and salespeople, without the commitment and support from front line staff through proper training. The customers' needs must be met by every member of the organization.

Whether you are in the private or public sector, a for-profit or non-profit business, a government agency or mom and pop store, the key to retaining existing customers and attracting new ones is through a customer-focused policy (not product focus), consultative selling, and service-after-sale strategies.

This workshop is intended to provide you with effective tools, proven techniques, and the opportunity to re-examine your organization's customer service function and re-think many of your practices and procedures.

The workshop begins with a recognizing that customers and their expectations must be fully understood in order to build more efficiency and effective customer service. Customer services have been reshaped by being brought closer to the customer, and by training in the best communication and selling skills and working as a solid quality service team.

CUSTOMER SERVICE STRATEGIES FOR BOTTOM-LINE IMPACT AND EFFICIENCY is designed to provide attendees with an up-close evaluation and analysis of how to build customer goodwill and trust. It means combining the power of teamwork with effective techniques for better communication.

This program employs an active training approach to help participants increase their own knowledge of quality service and give them the tools and techniques to implement a customer service program that will make a positive contribution to the financial and operational success of your organization, increases the bottom-line, and ties into the overall mission of the organization.

Modules on customer service is modified from a global perspective for dealing with customers from different cultures.

A Comprehensive and Intensive Program to Help You
Gain The Tools, Techniques, and Knowledge to Succeed in a New Millenium

1. Overview Of Customer Service

· understanding Customer Service
· importance Of Customer Service
· customer Service Vs. Customer Satisfaction
· the Fundamentals Of Customer Service

2. Customer's Needs And Expectations

· The Role Of Expectations In Customer Satisfaction
· Where Customer Expectations Are Derived From
· How To Determine The Customer's Expectations
· How To Manage The Customer's Expectations

3. The Art Of Building Rapport With Customers

· Building Customer Rapport
· Understanding And Recognizing The Different Styles Of Customers
· The Role Of Trust
· Under Promise And Over Deliver

4. Team Building: Creating An Infrastructure For World Class Customer Service

· Understanding "Why" The Need To Work As A Team
· Understanding Different Styles Of Individuals
· Internal Customer Concept
· Cross-Functional Teams
· Dealing With Conflict
· Individuals, Response To Teamwork
· Effective Communication
· Goal Setting
· Accountability
· Motivating The Team
· Creating The Atmosphere
· The Customer As A Team Member

5. Global Management Competencies

· Global Manager Self-Assessment
· Evolution Of The Global Company
· Organizational Assessment

6. Cultural Proficiency As A Discipline

· Developing A Global Mindset
· Intercultural Sensitivity And Awareness
· Self-Understanding: My Own Cultural Values
· Current Challenges: Cultural Conflicts And Misunderstandings
· Analyzing Critical Incidents
· Core Intercultural Process Skills
· Managing And Maintaining Effective Customer Relationships

7. Skills For Using Communication Technologies

· Communication Style: Cultural Assumptions
· Strategies For Effective Communication
· Voice Mail And The Telephone
· E-mails And Faxes
· Conference Calls And Video Conferences
· Video Examples, Exercises, Role Plays And Critique

8. Multicultural Teams

· Contrasting Cultural Assumptions About Teamwork
· Video Examples Of Miscommunication
· Facilitation Techniques

9. Communication Skills

· The Critical Art Of Listening
· Face-To-Face Contact
· Written Communication
· Telephone Skills

Characteristics Of Customer Service In High Performance Organizations

    Making Customers Your Organization's Primary Concern

   During The Program, Participants Will Learn How To:

· Understand Excellent Customer Service And Develop A Customer-Focused Mindset
· Consider Cross-Cultural Views Of The Customer Service Function
· Build A Quality Customer Service By Creating A Supportive Environment
· Create Positive Customer-Contact By Recognizing The Concepts And Practices Of An Effective Service-Oriented Environment
· Deal With Daily Complaints And Disgruntled Customers Through Analysis Of Case Studies
· Use Teamwork As A Powerful Force: Creating A Service Management System And Service Culture Within Their Departments
· Communicate With Updated Techniques

Managing Your Projects to Success

More and more organizations are adopting project management as their basic operating structure. The reason is clear - project management is simply the most effective way to get things done in this multiple-priority, speed-to-market environment. Managers who understand how to use the tools of project management are taking leadership roles in the constant drive toward operating improvement. Now you can assume a leadership role in your organization by learning how to plan, staff, schedule and manage any size project from start to finish at PROJECT MANAGEMENT - Getting things done right, on time and within budget.

This two-week program will show you how to:

· Set clearly defined project objectives
· Create a realistic, practical plan to achieve the goals
· Handle multiple priorities effectively and efficiently
· Build and lead winning project teams

PROGRAM OBJECTIVES

As a result of this program, participants will be able to:

· Create a Scope of Work Statement that defines practical, reachable goals for your project
· Use a Work Breakdown Structure to make sure you've covered all the bases and avoid those nasty little surprises
· Utilize predecessors and successors to map out a logical work flow
· Estimate time to completion using a reality formula
· Keep projects on schedule using Gantt and PERT charts
· Delegate work effectively using a skills matrix
· Build flexibility into your schedule
· Cope with unexpected budget reductions or time compressions
· Use proven team-building techniques to get everyone on board and avoid conflicts
· Stay on top of progress using milestones to chart progress
· Gain support from other areas
· Handle multiple priorities effectively

Gain valuable new skills!

1. Introduction to Project Management

· The pros and cons of project management
· The project assignments
· Picture of the well-defined project
· Keys to project management success
· Characteristics and tools of project management
· Project tasks and the paths they will follow

2. The Project Management Process and Life Cycle

· The life cycles of a project: Initiating, Planning, Executing, Controlling, Closing Project Phase Approach
· Developing the detail of the project phases and persons responsible for them
· Case study
· The Business of Paradigms
· Reviewing Paradigms

3. The Project Leader and Organization

· Role of the Project Manager in the Organization
· The Project Functional Matrix
· Authority, Responsibility, and Accountability
· Leadership Traits and Characteristics
· Communication Process - Attitude, Physical Circumstances, Action and follow-up
· Communicating within a Project Matrix Structure and Avoiding Politics
· Communication Barriers- Language, People, Organizational Structure

4. The Project Team - Undercurrents in Team dynamics

· Stages of Team Growth
· Stages of Team Growth
· What is a Manager
· Who provides leadership?
· Project buy-in - How important is it?
· Creating the environment for productive project definition
· DISC Personal Profile
· Personal Profile Interpretation
· Exercise- Understanding Personalities Case
· DISC Personal Profile Video

5. The Best Person for the Job and Negotiation Skills

· Analyzing the project
· Establish project manager skill requirements baseline
· Balancing multi-project resource needs
· Negotiating for agreement
· Negotiation: What is it?
· Negotiation: What does it involve
· Video - Successful Negotiating
· Conditions for Negotiation
· Negotiation success factors
· Power - Time- Information
· Critical Stages of Negotiation

6. Project Planning

· Project definition outline
· Project objective criteria
· Guidelines to help define project objectives
· Developing the project objectives planning template
· Obtaining project management information
· The Project Objective Statement
· Creating and / or conducting a WBS process
· The Activities List and the 30 - 60 -90 day looks ahead
· Phase Reviews and Assessment

7. Resource Skills Inventory and the RACI Chart

· Using and developing a Skills Inventory
· Assigning resources to the project
· What are project risks
· Risk Management
· Risk Management decision process and the Plus- Delta-Plus Method
· Building the strategic module
· Mission, Vision and Values of Company and Project
· Brainstorming for priority choices and selection criteria

8. Project Scheduling - A Scheduling Prayer

· Developing Estimates
· Estimate and scope review tools project logic diagrams (PERT Charts)
· Defining work dependencies
· Schedule development
· Calculating Early Start, Early Finish (Forward Pass)
· Calculating Late Start, and Late Finish (Backward Pass)
· Calculating the critical path and project float

9. Developing Overlapping Tasks and Using Them

· Using Microsoft Project as a scheduling tool
· Using the Gantt chart schedules and various standard reports
· Resource Loading
· Options for resource leveling
· The project budget
· Cost spread sheets and cash flow diagramming

10. Change Management and Change Control

· The reality of project changes
· Key change management considerations
· MS project and change control
· Defining change control issues for others

11. Project Control and Report

· Developing a data collection analysis form
· Additional resource and the project
· Options for crashing the critical path
· The project control room
· Status reporting formats
· Creating effective reports
· Review meetings

INTRUCTIONAL METHOD

This interactive program utilizes a variety of methods including:

· Lectures
· Discussions
· Case Studies
· Videos
· Exercises
· Small Group Work
· Participant Presentations

An intensive two-week program designed for managers of an organization's most valuable asset human resources. The most current thinking and practices of Human Resources/Personnel Management are the focus of this program.

Obtain the knowledge and skills you need to:

· Integrate your planning with your organization's business objectives.
· Implement a Strategic Plan for the Human Resources Function.
· Recruit and hire the best employees.
· Save money in your benefits plan.
· Obtain the best Human Resources Information System available.
· Design a career development program for your organization.
· Develop your mediation and arbitration skills.
· Plan for the coming needs of your organization * and identify and develop

MODERN PERSONNEL PRACTICES FOR BUSINESS AND GOVERNMENT
Don't ignore your organization's most valuable asset its human resources. They bring intellectual resources with skills, talents, knowledge, abilities and capabilities to make your organization one of the "best places" to work.

Whether your organization is in the private or public sector, government, profit or non-profit, the climate you create through human resources management can make the difference between success and failure, between growth and stagnation. A good human resources department can encourage the best performance, year-in, year-out, by the best available people. In government, this can make for smoother, trouble-free operations. In the private sector, this can make an important contribution to profitability.

PROGRAM OBJECTIVES

This two-week program will:

· assist owners and senior managers who wish to upgrade the human resources function of their organization.
· give specialists from different fields, who have managerial responsibilities, a thorough survey of the human resources/personnel area.
· enable human resources practitioners to work more effectively.
All major functions of a modern human resources department will be covered functions which you can implement to create a climate of growth and accomplishment in your organization.
· Successful organizations know how to bring different people together to achieve a common purpose. This is the essence of human resources management.
· People have always been central to an organization, but today they have taken on an even more critical role in building a competitive advantage. Because employee skills, knowledge, and abilities are among the most distinctive and renewable resources upon which an organization can draw, their strategic management is more important than ever.
· Human resources management plays an important role in obtaining the most valuable employees and providing a work environment that meets their short-term and long-term needs.

Gain valuable new skills!

1. Latest Practices and Trends in Human Resources Management

· Strategic Planning and the Human Resources Function
· The Mission Statement: Vision and Value
· How to implement strategies and plans to achieve objectives
· Benefits and liabilities of your plan
· How to evaluate results

2. Linking the HR Function to the Organization's Business Objectives

· Structure
· Policy and practice
· Measuring effective performance
· What are the HR Disciplines

3. Selection/ Recruitment/ Interviewing

· Sources for applicants
· Screening applicants before interviewing
· Analyzing job specifications before the interviews
· Effective interviewing techniques
· Hiring practices
· Final considerations in making a selection
· Determining and communicating an offer

4. Training and Development

· Overview of the training process
· Performance analysis
· Conducting a thorough needs assessment/task analysis
· Writing good instructional objectives
· Designing effective training programs
· Implementation
· Developing excellent platform skills
· Evaluating training
· Maintenance of behavior change

5. Compensation and Classification

· Designing an effective compensation program
· Conducting a job analysis
· Writing correct job descriptions
· Competitive wage and salary programs
· Use of compensation systems to influence employee behavior
· Effects of globalization on compensation systems
· How compensation systems affect organizational culture

6. Employee Benefits

· Requirements for a sound benefits program
· Traditional view versus new view
· Trends and practices
· Survey of benefit plans
· Cost containment strategies
· Information technology and employee benefits

7. Designing Career Development Programs

· Elements of a career development program
· The career development process
· Benefits to employees and to the organization

8. Delivering career development services

· Use of assessment instruments in structuring the program
· Career pathing
· Career development and management succession: Inventorying management talent
· Retention and development of talented individuals
· Designing and implementing successful programs

9. Labor Relations

· The collective bargaining process
· Successful negotiations
· Develop your mediation skills
· Develop your skills as arbitrator
· What are Management's Rights
· Understanding the Union role in labor relations
· Discipline, Grievances, and Discharge
· The Labor Agreement

10. Human Resources Information Systems

· Software packages for HR
· Selecting the correct HRIS for your organization

11. Right-Sizing/Down-Sizing

· Termination
· What is Out Placement Counseling
· Employee rights/Organizational obligations
· Conducting the exit interview

12. Total Quality Management, the Organization, and Human Resources

13. Performance Management

· Five key conditions for practical performance management
· Performance Appraisal Programs
· How to prepare for and conduct effective appraisals
· Developing an effective Performance Appraisal Program
· Performance rating definitions and rating errors
· 360 Degree Feedback: Successes and Failures

14. Work and Family Issues

· What are the benefits of Work-Life Programs
· Steps to develop Work-Life Programs
· Child Care Programs
· Elder and Adult Dependent Care Programs
· Comparative advantage
· What are the costs of programs
· Balancing work and life

INSTRUCTIONAL METHODS
This interactive program utilizes a variety of methods including:
Experiential Lectures Discussions Case Studies Role Playing Exercises Small Group Activities Presentations	Plus! Skills building practice sessions in mediation and arbitration. Practice techniques in conflict-resolution and labor relations.. Share experiences with other participants throughout the program.