• Customer Service Basics
• Customer Service Excellence
• Perfecting Suggestive Selling
• Sales Excellence and Customer Relations
• Leadership

Staff Development

​​Customer Service Basics

•  1.5 hours - A comprehensive course on the basics of customer service
•  In depth discussion on the importance of understanding customer perception and expectations. 
• Emphasis on the importance of a positive individual/work attitude and the power of smiling. 
• Focus on the importance of “consistently friendly” as well as the introduction to the G.U.E.S.T. approach as a base to interacting with customers. 
• Handling customer complaints.

Customer Service Excellence

•  2.5 hours
• Focus on the business of customer service and how a good product or company can be made great through the interaction of its employees with the customers.
• Cover the importance of understanding the direct relationship between great customer service and customer retention. 
• Discussion regarding ways to develop customer loyalty for greater customer retention while striving for the ultimate goal of customer advocacy.

Perfecting Suggestive Selling

• 1.5 hours - Excellent for restaurants and retail establishments. 
• Focused on increasing sales through suggestive offering and sales expansion.
• Understanding key factors for successful selling programs.
• Stresses the importance of product knowledge, “packaging” as well as listening to the customer for maximum results.  
• Role playing is employed to emphasize success of easy techniques.

 Sales Excellence and Customer Relations

• 4.0 hours - For staff responsible for face to face sales. 
• Discussion of attributes of great sales people and how to develop similar specific skills.
• Provide techniques for improving the focus on customer relations and how that leads to increased sales.
• Discussion regarding product knowledge, customer knowledge and listening to the customer. 

Time Management

• 1.5 hours
• Every staff member and every team can work to be more efficient.
• Help them help you, by teaching them some proven techniques to assist them with increased productivity at work and at home. 
• Practical techniques to help boost productivity in all areas of your business.

Team Work – Team Building

•  2.5 hours - If “All for one and one for all” is not prevalent in your company or your staff is more concerned about themselves than the organization, this class can help. 
• Demonstrate the importance of and the benefit of working together for the good of the company through team games and lecture. 
• Understanding the importance of working together to maximize customer sales or customer satisfaction and how that in turn helps all employees. 
• Specific focus on putting a “no obstacle attitude” in the day to day process and the breaking down of “US and THEM”.

Problem Solving in the Workplace

•  2 hours - Based on the premise “two heads are better than one,” this course helps staff work together and think through day-to-day issues to reach solutions. 
• Various techniques for problem solving are discussed and explored with a reoccurring theme of “brainstorming” to help bring out all ideas on a problem.
• Demonstrates the benefits of staff approaching business owners with solutions rather than problems.

Managing Diversity

• 2 hours
• Whether diverse through age, race, origin, location or culture, properly understanding the diversity in your business can maximize sales, morale and staff retention.  Teach your staff and management how to best embrace this diversity for maximum results. 

Workplace Ethics

• 2 hours  - This class will help you set the standard for ethics in your business. 
• Is your staff ethical?  Would they steal, lie or give information to your competitor?
• Discussion centers on how important the staff’s ethical behavior and dealings towards customer, vendors and co-workers can affect the company’s success. 
• Great exercises to get your staff thinking on the importance of setting a high ethical standard at work and at home.

Phone Etiquette

• 1 hour - This course sets the stage to have your staff answer and converse on the phone in a positive attitude or as they would if they were face to face. 
• How much of your customer interface with your company is by phone?  First impressions of a business mainly come from the first phone call. 
• Simple techniques include how to properly place someone on hold, how to be clear on the phone, the greeting and the farewell.
• Can be taught with either Customer Service course.

Leadership

• Time Varies - This class exposes those in management or line positions to the various skills and aspects of being an effective leader.
• Whether heading a group, a department or a project group, leadership skills are key to success and personal development.  
• The practical training provides straightforward concepts that can be incorporated quickly.
  

We can customize any of the above training sessions for your business or organization.  We are happy to meet with you to discuss your individual needs and to tailor each training session to your goals.  Save money by packaging training sessions to best fit your needs.   

All successful class participants will receive a certification of completion from Island Training Solutions.

Professional Development Day with Department of Community and Cultural Affairs

• Phone Etiquette
  
• Workplace Ethics
  
• Managing Diversity
  
• Problem Solving in the Workplace
  
• Team Work – Team Building
  
• Time Management 

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