Fees per participant: US$ 550 to cover tuition, training materials, snacks and lunch only.
COURSE OVERVIEW
Any organization that wants to become successful, competitive and to remain successful must care for its customer and deliver excellent service. In today’s competitive environment satisfying customers’ needs, wants and expectations is a very important objective of any organization regardless of whether it is for profit or non-profit. Customers drive the way organizations should conduct their businesses. Firms must plan to deliver great service to the ever demanding and more enlightened customers. Poor customer service is very frustrating and cannot be tolerated. Leonard Berry (1995) wrote…” everyone loses when service is poor. Customers lose. Employees lose. Senior managers’ lose. Suppliers lose. Shareholders
lose. Communities lose. The country loses. Poor service has no redeeming virtue, nor does
mediocre service for that matter. Service excellence is more profitable, more fun, and more
conducive to better future serious organization would not like to lose its customers, hence, the
need to strategize on improvement of its service delivery through training among others.
WHO SHOULD ATTEND?
Suitable for all level of staff from Directors to Supervisors involved with customer services, sales and marketing, customers relationship management and other middle to senior managers whose work is closely related to providing customer services.
HOW PARTICIPANTS WILL BENEFIT
At the end of the course, participant will be able to:
★ Enable the organization enhance performance through customers service;
★ Provide appreciation of the importance of customers and their expectations;
★ Enable participants develop and maintain customer service driven culture in their
organizations;
★ Enable participants identify and implement elements for great service;
★ Enable the organization develop and implement effective complaints management
system;
★ Raise awareness of the appropriate attitudes,methods and approaches for handling
different types of customers;
★ Assist participants evaluate and improve their interpersonal relationships as well as
effective communication.
TOPICS INCLUDE
★ Introduction to customer care: concept and practice ;good and bad customer care;
making your customers feel special;role of service provider in excellent customer care;
Fees per participant : US$ 400 to cover tuition, training materials, snacks and lunch only.
COURSE OVERVIEW
Front-line staff are the face of the organization. They represent the company as they have the
opportunity to interact with the customers on a daily basis. Their actions promote or demote the corporate interest. the professional image portrayed by front-line staff depends on the quality of their customer service skill. Organizations need superior front-line customer service skills to compete in today’s customer oriented environment. Frontline staff should understand and act on customer wants, needs, and expectations. To effectively do this, they need to apply excellent interpersonal relationship skill to communicate effectively with the customer. Interacting with customers is potentially stressful and requires staff with the right attitude and skills for effective communication and high human contact situations.
This course is designed to empower frontline staff create positive impression, through effective communication to customer. Ultimately, the organization’s corporate image is enhanced and positive word of mouth increases goodwill to the organization.
WHO SHOULD ATTEND
The course is aimed for all members of staff working on the frontline who deal with customers on a regular basis. These include secretaries, receptionists, cashiers, clerks, administrators and institutional workers who have direct contact with customers and members of the public.
HOW PARTICIPANTS WILL BENEFIT
At the end of the course, participants will be able to:
★ Understand importance and concepts of customer care;
★ Demonstrate communication skill required for excellent customer care;
★ Manage transactions with the public with courtesy and professionalism;
★ Cultivate listening skills;
★ Handle and resolve customer complaints;
★ Manage stress that can build up from dealing with difficult customer situations.
TOPICS INCLUDE
★ Customer care concepts;
★ Customer needs,wants, expectations and perceptions;
★ Building customer loyalty:the role of frontline staff;
★ Corporate image: customer communication skills;
★ Listening skills and non-verbal communication;
★ Behavioral aspects of services and service delivery;
★ Organizational communication channels and tools;
★ Overcoming communication barriers;
★ Stress and time management.
Fees per participant: US$650 to cover tuition, training materials, snacks and lunch only.
COURSE OVERVIEW
About 75% of the businesses in the world are family owned. Indeed, any individual household is always desirous of establishing a family business. However, few of these live beyond the first generation. As founder member advance in their age, their entrepreneurial energy moves in the reverse direction, and in their sunset years they are faced with a number of dilemmas. Such dilemmas include deciding on which sibling to pass the family owned business management to, how to manage growth of the business and how to sustain the interest in the business within close family members, or even to pass on the management of the business to professional and independent non -family members. Squabbles in family owned businesses are witnessed in many instances in Kenya. What should entrepreneurs in family owned businesses do to avoid these challenges? This course aims to address these issues.
WHO SHOULD ATTEND
This course is designed for business founders, successors, family members working in the family owned business, family shareholders and CEOs of the business. A team of at least two members of the same family business is recommended. A team with more than two members will learn more together and be able to implement action plans more effectively and efficiently.
HOW PARTICIPANTS WILL BENEFIT
By attending this course, participants will gain knowledge and skills to improve the overall
management and success of family businesses in a dynamic environment. This course will help family businesses to identify the specific challenges, develop workable strategies to accomplish their visions, resolve existing conflicts and those that might arise as business grows and build plans for the family’s future.
TOPICS INCLUDE
★ Managing conflict among family members e.g. sibling rivalry
★ Communication challenges;
★ Strategic/Business planning;
★ Types of Partnerships;
★ Succession planning;
★ Managing growth challenges;
★ Financing of family owned business;
★ Creating an entrepreneurial culture in a family owned business;
★ Governance structure.