Developing A Practice of Extraordinary Internal Customer Service
By attending this highly involved program, delegates will be able to return to their workplace and be the focal point for changing the levels of customer service within their department and organization. They will be equipped with the tools and confidence to challenge current practices, develop new processes and monitor their success.
This program will develop delegates into customer service champions and equip them with the appropriate confidence, consultancy skills and tools to turn any department into a world class service provider and the envy of all other internal customers.
RecordedJun 29 201133 mins
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Approximately two-thirds of all projects fail to meet their objectives, are not delivered on time, or cost more money than the budget planned for. The goal of every successful Project Manager (PM) and project team is to deliver the project on time and within the allocated budget. Discover 7 secrets of project management success!
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This customer service webinar will provide you insight on the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.
There is a connection between organizational ethics and business value. People do business with organizations they trust. Once consumer confidence has been betrayed, it is an uphill battle for businesses to recover--assuming that recovery is even possible. Establishing an organizational culture of ethical behavior is a strategic imperative for leaders.
Perhaps they were mis-hired to begin with. Or, perhaps they were promoted well past their ability; perhaps they simply don't want to do what's required... You just don't know and you're spending a ton of your time analyzing the "why" and the "what. Perhaps you're thinking is "I'm spending my time for no return, when I could be spending it on someone else for recognizable value." Dr. Stephanie shares success strategies on working with the un-coachable.
A brilliant strategy, blockbuster product or breakthrough technology can put you on the competitive map, but only solid execution can keep you there. You have to be able to deliver on your intent. Unfortunately, the majority of companies aren’t very good at it. This webcast will focus on exploring critical success factors related to improving strategy execution.
Good strategic alignment has an amazing effect on organizational performance. People perform better when they fully understand and accept the purpose and goals of their organization, and they develop a better sense of ownership when they understand what difference they make in achieving those goals. On the other hand, lack of strategic alignment is one of the major causes for organizations to fail. Many organizations over time lose track of their key business purpose; they find it hard to answer the question: "Why are we in business?". This seems like a simple question with a simple answer; in reality however all too many businesses have lost sight of their key business purpose. Often this is caused by growth and diversification, often by shareholder centered rather than customer centered behavior, often because the self centered rather than customer centered objectives of top management blur the focus. As a result of this the strategic goals, business processes and organizational culture become misaligned, employees lose their focus, and customers lose their faith.
Success does not belong to a select few; success belongs to “you,” if you’re willing to go after it. Success is never handed out, you must take it, but you don’t take it by force. You take success by becoming a successful person internally. When you succeed on the inside, by taking on the thoughts of a successful person, the results will show on the outside. Discover seven life changing keys to success; these concepts will alter your life if you implement them.
Participants will be able to
- Understand the basic characteristics of risk
- Be aware of the effects and implications of risk and the need for effective risk management
- Know the components of risk management
- Understand basic risk management steps and activities
Great leaders lead emotionally. Leadership is not only intellectual; it is also emotional. Leaders should be inspiring.
• Leaders get a great payoff for transmitting positive emotions: upbeat workers, high
morale, better productivity, satisfied customers and rising profits.
• Research into the brain shows that emotions are contagious.
• The leader's task is to create "resonance."
• "Dissonance" is the enemy of great leaders.
• Self-knowledge is fundamental to great leadership.
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Global leaders have been preparing themselves for the greatest challenges and opportunities of their lifetime. They have a chance at working together to turn upside down the way they approach the challenges they are facing in the world and to look at these challenges in a brand new entrepreneurial / intrepreneurial manner. There has never been a more exciting time for all of us to explore this great frontier where the boundaries between work and higher purpose are merging into one where doing good really is good for business. This new attitude is wired into the next generation. This workshop will be an open discussion surrounding what you can begin to do to function as a leader of impact to the global society.
The combination of different personalities in a workplace can often lead to intrapersonal conflict and negativity within the workplace. Situations can arise where you must deal with difficult people. These challenging moments present the need to implement effective conflict resolution strategies. Participants will discover how to
- Find new and effective techniques for dealing with difficult and negative people.
- Learn some techniques for managing and dealing with anger.
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Strategies for developing the ideal 21st Century workforce to include:
- the power of leadership competency
- basic elements of leader development
- organizational and personal factors in on-going development
There is a great deal of value in enhancing your leadership skills. These events are focused specifically for those in management and leadership positions who desire to become more effective in leading their organizations. A certified executive coach will guide you through activities to focus on to guide you through your leadership journey.