The goal of this training course is to provide individuals with the skills and knowledge to be a successful chat representative. This course has been set up with a focus of transferring your existing customer communication skills from phone, email or face-to-face into the chat channel. Who Should Attend? Anyone who will be or uses the chat channel for inbound…read more →
A great presenter has two unique qualities: appropriate skills and personal confidence. This confidence comes from knowing what you want to say and being comfortable with your communication skills.
The key to effective communication is that you understand what others are trying to communicate. Listening and questioning skills play a vital part in ensuring good communication is achieved and open working relationships are built. Interactive sessions will help to develop confidence, in effective listening and questioning skills. Who Should Attend? Individuals, who want to improve their confidence, gather information,…read more →
Selecting the “right person” for the “right job” is the key to successful recruitment. When looking to fill a vacancy, recruiters must carefully consider the skills and competencies required for each role. From examining job descriptions and person specifications through to the selection interview itself – delegates will be encouraged to use best practice throughout. This course examines the most…read more →
Performance management is widely recognised as playing a key role in the development of skills in the workplace and a vital part of the performance management process is the appraisal process. Handled well – the benefits of appraising are enormous. Handled badly, team members may leave the appraisal interview feeling de-motivated and under-valued. This course is designed to examine the…read more →
There are four major factors in leadership: Follower Different people require different styles of leadership. For example, a new hire requires more supervision than an experienced employee. A person who lacks motivation requires a different approach than one with a high degree of motivation. You must know your people! The fundamental starting point is having a good understanding of human…read more →
Job competencies are the skills and personal characteristics that an individual should possess in order to be successful in a position. Here is a small sample of the most commonly identified competencies, key behaviours and interview questions… Achievement Oriented Analytical Ability Communication Skills (Oral & Written) Creativity Decision Making Skills Diversity Orientation Flexibility Initiative Interpersonal Skills Motivation Judgment Leadership Management…read more →
The GFSB started its Training Courses for Business with the Managing Customer Service Course. This course was well attended with 27 delegates attending. The course dealt with the following topics:- Changes in Customer Service Creating Excellence Communication Skills – This session helped participants develop their listening andquestioning skills – two cornerstones for great customer service. Stereotypes – This session helped…read more →