Providing Outstanding Service

We believe that our success is based on working in partnership with our clients to build training solutions to suit equip them for the challenges facing the future of their business. We will work with you to utilise the strengths your people and develop their potential.

Basic Communication Skills
The ability to impart accurate information, both written and verbal, to be receptive to others’ opinions and to share information in a timely way across the organisation is essential for everyone.

Course Objectives

By the end of the course, participants will be able to:

  • define ‘communication’ and why it is important to their business;
  • produce clear written communication;
  • pass on information effectively;
  • speak clearly to others;
  • get messages across to others clearly and at the right level of detail;
  • check that messages have been interpreted correctly and understood by the recipient.

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 Assertiveness Skills
A successful organisation relies on a confident and efficient workforce. Assertiveness is designed to encourage participants to ensure their requirements are communicated clearly whilst understanding the position of others may differ.

Course Objectives

By the end of the course, participants will be able to:

  • differentiate between assertive and non-assertive behaviours and recognise these differences;
  • identify the impact of assertiveness;
  • encourage other people to adopt open and assertive communication styles.

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Customer Care
Develop the desire and willingness to discover and meet/exceed the needs of both internal and external customers in order to build strong working partnerships and recognise and promote business opportunities.

Course Objectives

By the end of the course, participants will be able to:

  • define good/excellent service;
  • adopt an efficient, friendly service to customers;
  • use skills to deal with angry customers;
  • explain the impact of poor/excellent service levels on customers;
  • advocate taking personal responsibility for good service;
  • use effective open communication to meet customer requirements.

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Building Relationships
Relationships with internal and external customers can affect the success or failure of an organisation. To enhance relationship management, everyone within the organisation needs to project the same high quality image.

Course Objectives

By the end of the course, participants will be able to:

  • define how to identify key contacts;
  • develop and enhance positive relationships;
  • accept and work with other peoples’ priorities and agendas.

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Working in a Team
 The use of teams is widespread throughout organisations and their shape and format varies – from departmental teams, process and project teams through to virtual teams. Here is an opportunity to explore and resolve issues which make for success – purpose, structure and processes, internal and external relationships and the underpinning attitudes and behaviours within the team. This event can be run for an open group or an in-house team.

Course Objectives

By the end of the course, participants will be able to:

  • list what behaviour makes a team operate effectively;
  • adopt team ground rules;
  • decide how to be positive in a team environment;
  • willingly share full information with colleagues in other teams which could benefit the business;
  • lead by example and model desired behaviour;
  • takes action to ensure team ‘buys in’ to the company’s mission, goal and strategies.

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