In addition to our other training, we provide special themed training for Leadership and Management development. Our themed training is hands-on, interactive, and a learning experience that is enjoyable, memorable and rewarding.
From a practical case study of an Antarctic explorer (Sir Ernest Shackleton) and leader who triumphed by putting people first and striving for the seemingly impossible, to team building exercise that takes place in the kitchens! We can take you on a voyage towards the moon in The “Apollo 13 Mission business case”, or look at “Inspirational Business Lessons from the World’s Top Sports Organizations” in “Peak Performing Organizational” Theory ( PPO).
Ever wonder how some companies manage to out perform others? A specially endorsed seminar for Richard featuring Singapore Airlines, will provide insights into a simple but intriguing question: How has SIA managed to outperform other flag carriers for decades in an industry where it is notoriously difficult to succeed consistently? Or you can hear “Conversations with Leaders”, filmed interviews with Jan Carlzon, former CEO of SAS, and Ruud Lubbers, the former Prime Minister of The Netherlands. A learning experience that will provide insights into leadership, teamwork, communication, creativity, customer service, determination and other disciplines that are required in management today.
Of course not to forget “ Moments of Truth”, to discover what makes service truly remarkable? Great service is not an event, it is a process that requires active, willing and competent participation of all employees. The contacts with the customer or “Moments of Truth” will ultimately determine whether a company will succeed or fail as a company. They are the special moments when we must prove to our customers that your company is the best alternative with whom to do business. All these themes incorporate exercises, multi-media, group and class discussions plus case studies on: Leadership, Team Building, Communication, Decision Making, Conflict resolution, and Motivational Techniques, etc. Each theme training addressees similar and unique competencies as applicable, that lead to skills learning or enhancement.
“Moments of Truth” – A Customer Service Story
What makes service truly remarkable? Great service is not an event, it is a process that requires active, willing and competent participation of all employees. The contacts with the customer or “Moments of Truth” will ultimately determine whether a company will succeed or fail as a company. They are the special moments when we must prove to our customers that your company is the best alternative with whom to do business.
This unique Customer Service training course is endorsed for Richard Coles by Jan Carlzon of Stockholm, Sweden. The course includes interviews with Jan Carlzon, former CEO of Scandinavian Airlines, and CEO of three other companies in his career. Discussions and exercises based on his famous book, “Moment of Truth”. His method of management and his customer service experiences will be examined. With strong customer service themes we include discussions, case studies, exercises and roles. The book is included in the course materials, and the course is ideally run over two days for customer service teams but is equally suitable for management teams. Participants will leave this course with a model or blueprint for excellent customer service that they can apply to the workplace.