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QSI Training Workshop

Feelings for Professionals:

Dates: 11th-12th May (Wednesday and Thursday), 2016

Cost: #60,000 per person. Early registration attracts 7.5% discount.

Application Deadline: 22nd April (Friday), 2016

Two-day programme designed to launch the quality service concepts, create/build commitment throughout the organization. Workshop topics include self-esteem, communication, listening, keeping promises and handling difficult situations.

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Training outline – Feelings for Professionals Day 1

9:00 am-10:20am:

  • Introductions/ Icebreakers
  • What are FEELINGS?
  • What is “Customer Service”
  • What is the difference between “Customer Service” and “Quality Service?”
  • Response-Able
  • Your Attitude and the Difference It Makes

10:20 am – 10:40 am: Coffee Break

10:40am-1:00pm:

  • First Impressions/Rate Your Job Performance
  • Lack of Caring Communication and Effects
  • Gratitude and Appreciation-Caring Comments

1:00 pm – 2:00 pm: Lunch

• 2:00pm – 4:00pm

  • What Constitutes a Caring Comment?
  • Uncaring Communication and How to Identify It
  • Zero/Crooked/Plastic and Hostile Communication
  • Rate Your Job Performance

4:00 pm Give assignments and close

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Training outline – Feelings for Professionals Day 2

9:00 am-10:20am:

  • Review Questions from day one

10:20 am – 10:40 am: Coffee Break

10:40-1:00pm:

  • Methods of Interaction for Providing Quality Customer Care
  • Ask/Listen/Respond Model
  • Listening Activity
  • Telephone Etiquette

1:00 pm – 2:00 pm: Lunch

2:00 pm-4:00 pm:

  • Performance
  • Types of Promises
  • Keeping Promises
  • Learning
  • Handling An Irate Customer
  • Steps to Diffusing a Difficult Situation
  • Service Recovery Techniques

4:00pm: Close

Feelings for Professionals: Participant Materials

  • A 136-page workbook filled with customer service techniques, key skill reminders, and exercise worksheets.
  • A handy pocket-size skill reminder card for each participant that summarizes many of the learning points.
  • A customer service performance standard form used with a supervisor to measure and provide feedback on service behavior.
  • A certificate of Accomplishment for each participant.

[su_button url=”http://goo.gl/forms/kLTb6jJ988″ target=”blank” style=”glass” background=”#d57b0f” size=”8″ icon=”icon: calendar”]Reserve your seat Now.[/su_button]

[su_button url=”http://imperialedservices.com/wp-content/uploads/2016/03/IES-TRAINING-BROCHURE.pdf” target=”blank” style=”glass” background=”#E53D00″ size=”8″ icon=”icon: download”]Download our training brochure[/su_button]

Corporate Training and Consultancy in Nigeria

QSI Training Workshop

Coaching for Success:

Dates: 13th-14th May (Friday and Saturday), 2016

Cost: #190,000 per person. Early registration attracts 5% discount.

Application Deadline: 22nd April (Friday), 2016

A two-day seminar. This valuable program is designed to help you because your role as coach is crucial and delicate—to set expectations for performance, yet help each individual employee to nurture growth, development and achievement. The training and techniques outlined in this program will help you and your entire organization succeed in the face of any obstacle, Coaching for Success.

[su_button url=”http://goo.gl/forms/kLTb6jJ988″ target=”blank” style=”glass” background=”#d57b0f” size=”8″ icon=”icon: calendar”]Reserve your seat Now.[/su_button] Training outline –  Coaching for Success Day 1

9:00 am-10:20am:

  • Start-Introductions/ Icebreakers
  • Describe the employee mindset

10:20 am – 10:40 am – Coffee Break

10:40am-1:00pm

  • Examine the importance of collaborating on concrete and actionable expectations

1:00 pm – 2:00 pm – Lunch

  • Examine the tools coaches can use to continue to train and build their team
  • Present an employee evaluation method for assessing and examining performance

4:00 pm: Give assignments and close

[su_button url=”http://goo.gl/forms/kLTb6jJ988″ target=”blank” style=”glass” background=”#d57b0f” size=”8″ icon=”icon: calendar”]Reserve your seat Now.[/su_button]

Training outline –  Coaching for Success Day 2

9:00 am-10:20am: Review Questions from day one

10:20 am – 10:40 am – Coffee Break

10:40-1:00pm:

  • Define importance of providing accurate and effective feedback
  • Illustrate the benefits of recognizing employee accomplishments using Caring Communication.

1:00 pm – 2:00 pm: Lunch

2:00 pm-4:00 pm:

  • Convey the steps for coaching poor performing or problem employees before their performance becomes a cancer to your team.
  • Communicate the significance of terminating poor performing employees or coaching them out of your organization
  • Present strategy for rebuilding a team following an employee separation

4:00pm: Close

Coaching for Success: Participant Material

  • A certificate of accomplishment
  • A 126 page participant book filled with techniques, strategies, exercises, activities, and assessments
  • A handy pocketsize skill reminder card for each participant that summarizes many of the learning points
  • A performance standard form used to measure and provide feedback

[su_button url=”http://goo.gl/forms/kLTb6jJ988″ target=”blank” style=”glass” background=”#d57b0f” size=”8″ icon=”icon: calendar”]Reserve your seat Now.[/su_button]   [su_button url=”http://imperialedservices.com/wp-content/uploads/2016/03/IES-TRAINING-BROCHURE.pdf” target=”blank” style=”glass” background=”#E53D00″ size=”8″ icon=”icon: download”]Download our training brochure[/su_button]

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