The art of managing people productively and effectively is perhaps the most challenging task facing today’s managers.  With all the changes taking place in today’s world of business, leader’s need to hone their leadership skills for effective results. How you envision your role as a leader Master your mindset Growing your emotional intelligence Different leadership

Studies reveal 85% of people’s success in work and business is founded on two major factors; communication & attitude. Barriers to effective communication Key listening skills to diminish conflict Qualities & benefits of assertive communication Words and phrases, mixed with the right attitude, that get results Communicate with clarity & confidence

It’s not the issue, it’s how you handle it. The role of a customer service representative has many rewards both professionally and personally. However, at times you will be challenged with having to turn an unhappy customer into a satisfied customer. How you handle the situation is imperative to building and maintaining their loyalty to your

A company that offers great customer service gains the competitive edge. The truth is that most customer’s base their final purchasing decision on service and the like factor — not product quality. Effects of negative customer service What every customer wants and expects Effectively communicating with your customer Building rapport – the Human / Business

When service providers understand what every customer expects, whether it’s in person or over the telephone, it provides them with an opportunity to project a credible and professional image for not only themselves, but for the organization they represent. Meeting the minimum expectations of every customer Key communication skills – verbal and non-verbal; listening Speaking