New Workshops and latest developments

How to keep your existing customers happy and develop new ones through the high quality of service you offer

INTRODUCTION
Whether you are on the front line delivering customer care or are responsible for the service your organisation offers this workshop is for you. The workshop will look at some of the theories and models you can put in place to meet your customers needs. The workshop will give you the chance to examine the motives and needs of your customers and develop some strategies to keep them satisfied.

WHO SHOULD ATTEND
Anyone who is directly or indirectly involved in keeping customers satisfied and loyal.

PROGRAMME OBJECTIVES AND CONTENT
To find out more about our unique approach to this new strategy

• Who are our customers and what do they want?
• Causes of good/bad customer care?
• Communication skills refresher
  
  • Questioning
  • Listening
  • Body language
• Selling the brand - Features and Benefits
• Reception skills
• The greeting
• Assertive behaviours
• Personal action plan and customer issues identified

PERSONAL IMPACT
As a result of attending this one day workshop you will have developed some methods for analysing who your customers are and identifying what their needs are. Content will include practical examples of how to 'manage' the customer experience as well as looking at Assertiveness skills to facilitate getting to a win/win solution with your customers.

ORGANISATIONAL IMPACT
Happy and contented customers are vital for all organisations.
Existing customers make the best business leads.

DELIVERED BY
John Kempton of JRK Consultants Ltd.
John is an experienced trainer, writer and consultant. He has been running his own business for 20 years and runs many workshops to help organisations communicate with and satisfy their customers.

How to present to clients and win new business.

INTRODUCTION
This one day workshop is intended for delegates who need to make business related presentations. These could be presentations to support tenders or to aid the sales process. You could even be someone who has to present information internally to colleagues.
A key element of getting your message across is presenting with passion and commitment.

WHO SHOULD ATTEND
Anyone who is expected to make business related presentations -whether to external customers or internal colleagues. Delegates could be beginners looking to start or experienced presenters looking for a refresher and tips.

PROGRAMME OBJECTIVES AND CONTENT

• Objectives - who is the audience?
• Structure - is there a beginning, a middle and an end?
• Visual aids - what is the best way to put the message across?
• Image -how do you want to appear?
• Nerves -how to deal with nerves and how to prepare
• Releasing passion - how to show that you care about your subject.
• Personal action plan

PERSONAL IMPACT
As a result of attending this one day workshop you will become better equipped to structure and deliver memorable presentations that get your point across, and get you noticed.

ORGANISATIONAL IMPACT
Delivering focussed and relevant presentations to potential new customers is vital for all businesses and organisations. After attending this workshop you will have theory and skills to enable you to structure and deliver fantastic presentations.

DELIVERED BY
John Kempton of JRK Consultants Ltd.
John is an experienced trainer, writer and consultant. He has been running his own business for 20 years and runs many workshops to help organisations communicate with and satisfy their customers.

How to increase your personal productivity and get more done!

INTRODUCTION
This workshop is focussed on getting you to be more effective with your scarcest resource - your time. The first part of the session will be on understanding how you use your time now and looking at tools that will help you do that. The second part of the session concentrates on tools that help you manage and plan your time. We will look at some well known ideas and habits that make people more effective - and try them out! Tools like setting objectives and prioritising tasks.
A section of the programme will be devoted to being more efficient using email and the telephone. We will also look at making meetings more effective and how to stop people being 'time bandits'.

WHO SHOULD ATTEND
This one day workshop is aimed at anyone who could make better use of their time.

PROGRAMME OBJECTIVES AND CONTENT

• Audit of organisational skills
• Monitoring how you spend your time
• The skills and attributes of an effective manager
• Problem solving and decision making
• Time management
• Prioritising
• Understanding your own energy cycle
• The 5 S's of Kaizen and the Lean approach
• Personal action plan

PERSONAL IMPACT
As a result of attending this one day workshop you will become more aware of where your time is being spent now. You will be able to focus on setting objectives to help you identify the most important tasks and practice using a prioritising grid that will allow you to create useful to-do lists.

ORGANISATIONAL IMPACT
You will use and practice techniques that can be applied across your whole team or organisation to help you prioritise and manage scarce resources.

DELIVERED BY
John Kempton of JRK Consultants Ltd.
John is an experienced trainer, writer and consultant. He has been running his own business for 20 years and runs many workshops to help organisations communicate with and satisfy their customers.