Tag Archives: Customer Service

DVD-Based Training Seminars to enhance employee performance

 

Enhancing employee performance & effectiveness through DVD-based training seminars & bite-sized learning resources

 

1.    The business case

Our DVD-based training seminars are aimed at enhancing employee performance and effectiveness through highly engaging training DVDs and learning methodologies. The training DVDs showcase workplace-based scenarios dramatised by professional actors in USA, UK & Australia on different workplace themes such as managerial/supervisory skills, customer service/call centre excellence skills, recruitment/selection interviewing skills and managing diversity/conflicts in the workplace. The DVD-based training seminars are bite-sized, meaning there are no-frills (cost-effective), focused on results and targeted in approach. Participants are spared the long-winded theory that often doesn’t translate into measurable performance improvements. The focus is to close performance and competence gaps so that employees are effectiveness in their work roles.

 

2.    Learning intervention methodology

Here is how we transfer learning to the workplace to enhance employee performance & effectiveness.

 

 

3.    DVD-based training seminars

The DVD-based training seminars are run as DVD bundles (sets of DVDs on a specific topic). Our current range is shown below.

 

a)    Managing people & teams DVD-based training seminar:

This high-impact seminar is focused on developing supervisory & managerial competencies for effective organisational performance. The management training DVDs provide proven techniques that are guaranteed to improve productivity and people skills for managers and supervisors.

 

DVD Titles

What do you get?

Dates
1)     Building a winning team One day highly engaging session by a qualified facilitator   13 September 2011
2)     Be prepared to lead Watching a set of 9 training DVDs
3)     Be prepared for meetings Leadership & management style assessments- free reports
4)     Breakthrough listening Takeaway course material on CD format
5)     Criticism: giving & taking Tea/coffee, refreshments & finger lunch
18 October 2011
6)     Managing people Target audience: Middle managers, supervisors & team leaders
7)     Motivating your employees
8)     Performance Coaching  
9)     Time Management Cost: R1 890 per participant

 

Participants on this seminar have an option of getting a pack of 9CDs per each participant for our Professional Supervisory & Middle Management Development Programme (PSMDP). The PSMDP is our flagship competency-based management & supervisory development programme.  It consists of 9 CDs with 52 learning outcomes & 35 hours of learning time. Participants can learn at their own pace using these interactive audio based CDs. The 9 CD pack will be available at a cost of R1 990.

 

b)    Customer service excellence DVD-based training seminar

Keeping your customers happy is one of the most important parts of running a business. But sometimes your employees may not have the skills necessary to provide the best service possible. Whether it’s over the phone or in person, employees will learn how to be attentive, listen to customers’ needs, and handle tough situations in a professional manner.

 

DVD Titles What do you get? Dates
1)     The ART of customer service One day highly engaging session by a qualified facilitator 14 September 2011
2)     The Essentials of great service Watching a set of 7 training DVDs & takeaway course material on CD
3)     Creating the repeat customer Customer service/sales style assessments- free reports
4)     Customer service connection Branded customer service experience survey (in-house session)
5)     Dealing with the irate customer Tea/coffee, refreshments & finger lunch
19 October 2011
6)     Listening under pressure Target audience: Customer service, call centre & all front-office staff.
7)    Serving customers- helping people
Cost: R1 680 per participant

 

 

c)    Professional telephone & call centre techniques DVD-based training seminars

This highly interactive seminar is aimed at developing telephone communication and call-centre skills for frontline staff and call centre agents.

 

DVD Titles What do you get? Dates
1)     Telephone customer service One day highly engaging session by a qualified facilitator 15 September 2011
2)     When the phone rings Watching a set of 9 training DVDs & takeaway course material on CD
3)     Listening under pressure Customer service/sales style assessments- free reports
4)     The ART of customer service Branded customer service experience survey (in-house session)
5)     The Essentials of great service Tea/coffee, refreshments & finger lunch
20 October 2011
6)     Creating the repeat customer Target audience: Customer service, call centre & all front-office staff.
7)     Customer service connection
8)     Dealing with the irate customer  
9)     Listening under pressure Cost: R1 680 per participant

 

 

d)    Recruitment/selection interviewing DVD-based training seminars

This is a high-impact seminar focused on developing recruitment, interviewing & talent sourcing competencies of recruitment teams, both corporate and consulting teams. Our lead facilitator will share insights on both competency based recruitment & targeted selection methodologies.

 

DVD Titles What do you get? Dates 
1)     Hiring success: A step-by-step guide One day highly engaging session by a qualified facilitator 20 September 2011 
Watching a set of 3 training DVDs & takeaway course material on CD
1)2)     Safe hiring: How you can avoid bad hires Personality & leadership style assessments- free reports
Insights on competency based recruitment & targeted selection
3)     Avoiding the workforce crisis Tea/coffee, refreshments & finger lunch
12 October 2011
Target audience: HR/recruitment staff & line managers
 
Cost: R1 680 per participant

 

 

e)    Managing diversity & conflicts in the workplace DVD-based training seminars

Participants will be challenged to embrace diversity and equipped with tools on how to deal with conflicts in the workplace.

 

DVD Titles What do you get? Dates
1)     Conflicts in the workplace Half day highly engaging session by a qualified facilitator 4 October 2011 
Watching a set of 3 training DVDs & takeaway course material on CD
Personality & leadership style assessments- free reports
1)2)     Diversity in the workplace: We’re all different
Tea/coffee, refreshments & finger snacks
8 November 2011
3)     Getting ahead by getting along  
Target audience: Line managers, supervisors & team leaders
Cost: R780 per participant

 

 

f)    Managing employee performance DVD-based training seminars

This is a highly entertaining seminar aimed at equipping line managers, team leaders and supervisors with performance management skills and tools. Participants will learn that performance management is a continuous cycle of setting performance standards, monitoring performance, coaching performance and rewarding desired performance behaviours. The focus is to ensure that organisations achieve tangible bottom-line results through effectively managing employee performance.

 

DVD Titles What do you get? Dates
1)     The power of positive discipline One day highly engaging session by a qualified facilitator 6 October 2011 
Watching a set of 3 training DVDs & takeaway course material on CD
1)2)     Performance coaching Personality & leadership style assessments- free reports
 
Tea/coffee, refreshments & finger lunch
3 November 2011
3)     Performance appraisals- getting results Target audience: Line managers, supervisors & team leaders
Cost: R1 790 per participant

 

Seminar selection & bookings: Kindly send email to training@peoplecapabilities.com  to book for your seats on any of the seminars. Request your special discounts for group & early bird bookings.

Venue: Mercure Hotel, Randburg, near Brightwater Commons Mall

In-house DVD-based training seminars: this is where we come to you, say on a Friday (as you’re winding up the week) in your boardroom/conference centre, even on a Saturday morning or on any suitable dates that fit the diaries of your nominated employees. The seminars will target organisation-specific issues that you would have identified. The pay-off for this is that it’s cheaper; employees don’t have to be away from office for a long time and can be facilitated either as half day sessions or full day sessions.

For any additional details you may require in the interim, kindly contact the undersigned.

South Africa | Johannesburg Office
Wonder Jonamu, Consulting Director
Email: wonder@peoplecapabilities.com

 

To view company profile and coursesclick here

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South African consumers urged to utilise consumer laws

National Consumer Commissioner Mamodupi Mohlala

Complain, complain, complain – this is the message and request from National Consumer Commissioner Mamodupi Mohlala to the South African public.

“I simply cannot express it enough – complain. Make use of the commission considering the fact that at the end of the day, you might have the best laws and regulations in the world, it’s possible to have the most well equipped commission however, if you don’t inform us precisely what the problems are – we have absolutely no way of knowing,” she says.

Mohlala described the Consumer Protection Act (CPA) as a ground-breaking section of the law and additiona

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People Capabilities Corporate Learning Resources and DVDs

People Capabilities Training DVDs and Corporate Learning Resources

Enrich your learning experience with our diverse range of training DVDs & corporate learning resources for as little as R1 330. The training DVDs showcase workplace-based scenarios dramatised by professional actors in USA, UK & Australia. The DVD packages also include comprehensive workbooks & facilitator notes. Our corporate learning DVDs focus on various business themes and topics under the following DVD bundles;

1.     Manager’s Collection: consists of a set of 9DVDs targeted at developing leadership and supervisory competencies. This collection of DVDs showcase proven techniques and ‘how-to-guides’ on managing people and teams.

2.     Customer Service Collection: consists of a set of 9DVDs on how to establish effective customer relationships. If YOU deal with customers either face-to-face or on the phone, you’re the point of contact between customers and the organisation. Workplace-based scenarios and role plays are used to reinforce learning about service excellence in customer care.

3.     Human Resource Collection: consists of a set of 9 DVDs focused on creating a conducive and productive workplace.

4.     Professional Management Series: consists of 9 CDs with 52 learning outcomes & 35 hours of contact learning time. Targeted at supervisory & management development to enhance communication & interpersonal competencies in the workplace.

To order your collection of DVDs, you can request an order form through our Corporate Learning Resources Division on training@peoplecapabilities.com . Our learning & development team can also arrange to meet with you to assist on your training needs analysis and recommend suitable learning DVD collections that you can use in your training interventions or select a collection for your corporate resource centre suitable for your specific needs.

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Keybase Training Solutions

Keybase Training Solutions is a state of the art training institution that takes pride in the service they offer their learners.  They offer hands on tuition, small classes and have amazing facilities. Their facilitators are very experienced with years of training which ensures that your course expectations will be met. Keybase Training Solutions is an ISETT Seta accredited center with both Assessors and Moderators and course are aligned to the NQF Unit Standards

The institution offers workshops for all people in management roles:

Leadership

This 1 day workshop will give you skills to build a team, manage your workload and time effectively, and cope with stress and other related issues for people in Leadership roles.

Date:  9 September
Investment:      R1 700 + VAT per person
Call Candice on 011 894-2077 to book now – seats are limited.

 

Keybase is 19 years old, and Cheryl Oelofse, one of the founding members, still runs the Benoni Branch.  They also have a branch in Pretoria, but also offer on-site training nationwide.  Courses can also be customised to suit your needs, or you can attend a public short course.

Contact Cheryl Oelofse at Keybase Training Solutions directly if you need any other information – cheryl@keybase.co.za or 011 894-2077

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