First Impressions Customer Service Professional Customer Service Manager Leadership Skills

The greatest discovery of this generation is that human beings can alter their lives by altering their attitude of mind

redefining professional standards

Office G - 09, Block 13 Knowledge Village Dubai, United Arab

Phone: 971- 050- 2896090 E-mail: Amal.Idiab@laptedu.com www.laptedu.com

First Impressions
Have you ever faced an unpleasant customer and not known what to do? Do you worry that youre not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organisational goals to strive for?

Your most unhappy customers are your greatest source of learning Customer complaints are the schoolbooks from which we learn

FIRST IMPRESSIONS Program Outline

FIRST IMPRESSIONS programme introduces critical elements and key concepts of customer service, helping individuals or staff to become customer service professionals. Recognize that service delivery is an individual response value. Understand how your own behavior impacts the behavior of others. Develop more confidence and skill as a problem-solver. Communicate more assertively and effectively. Learn some ways to make customer service a team approach.

The duration of program is 16 Hours and can be delivered as two days intensive workshop or part time.
FIRST IMPRESSIONS Program Syllabus
Who Are Your Customers? Understanding and Meeting Expectations Your Self-Image Meeting Expectations Setting Standards SMART Goals Telephone Techniques Communication Skills The Talkative Caller Dealing With Difficult People Steps To Problem-Solving Resolving Conflict Service PRIDE Acting Assertively Managing Stress

Upon successful completion of the First Impressions program, participants can move to the next level - Customer Service Professional program which takes them one step above in the career pathway.

Customer Service Professional

Program Outline
The program is designed for working professionals to explore their responsibilities as a customer service agent. The need for leading, promoting, and enhancing a customer-focused culture is essential within every organisation and the programme deals with various skills and techniques that will draw from your own personal and varied experiences to share elements of reward and challenge. The programme provides re-energizing time to build and expand from where you are now.

You are serving a customer, not a life sentence. Learn how to enjoy your work People perform best and deliver the best customer service when they like what they do

Identify ways to establish links between excellence in customer service and business practices and policies. Develop the skills and practices that are essential elements of a customer service focused manager. Recognize what employees are looking for to be truly engaged. Recognize who the customers are and what they are looking for. Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Program Syllabus
Who our customers are and what they expect Sustaining an individual level of engagement Communication skills Appropriate sharing Self-image & first impressions Effective leadership Situational leadership Developing your leadership style Managing employee engagement Alpha leaders

The duration of program is 8 Hours and can be delivered as One day intensive workshop or part time course to suit the needs of the customer.

Upon successful completion of the Customer Service Professional program, participants can move to the next level - Customer Service Manager program which takes them one step ahead in their career pathway.

Customer Service Manager

Program Outline
The program is designed for customer service professionals to explore their responsibilities as a customer service supervisor or manager. The program helps managers to deal the challenges of managing work through others. Participants get an opportunity to develop those critical skills of planning work, different facets of CRM, leading their team and managing their performance, communicating with colleagues and their manager. Managers with these skills can have a tremendous impact on an organisations productivity Dealing with the problems a new supervisor or manager encounters in the work place Develop those critical skills of planning work, leading their group, and communicating with their employees, their colleagues and their manager. Develop your team leadership skills and unleash the talent of your individual team members to function better as teams. Understand self and others through completing and interpreting personality typing, develop and improve problem solving and decision making skills and understand performance management issues. Develop an understanding of how CRM creates value for organizations and customers

Without great employees you can never have great customer service Good service is good business. Your best customers leave quite an impression. Do the same, and they won't leave at all

Program Syllabus
Help clarify roles and responsibilities of the supervisory or managerial job Understand the importance of developing good relationships with employees and peers, so you are seen as fair and consistent Communication skills Acquire a basic understanding of and develop strategies for leadership, team building, communication, and motivation and what part they play in effective supervision Self-image & first impressions Recognize the key elements that move a team from involvement to empowerment and how to give these elements to your team. Develop strategies for dealing with team conflict and common situations. Use the results of personality typing to improve communication and team building Identify the stages of team development and use appropriate strategies for each stage Develop an understanding of the terms and benefits of CRM on a companys bottom line

The duration of program is 64 Hours and can be delivered as day long intensive workshops or part time course to suit the needs of the customer.

Upon successful completion of the Customer Service Professional program, participants can move to the next level - Leadership Skills program which takes them one step ahead in their career pathway.

Leadership Skills
Program Outline
The program is designed for managers to excel in their role and become inspirational leaders. The program is designed to help you create and accomplish your personal best, and to help you

The greatest discovery of this generation is that human beings can alter their lives by altering their attitude of mind

Identify your leadership profile explore how you can use this knowledge to create your own ture

and fu-

Assess your leadership competencies and learn how you can develop your strengths Identify those additional skills and tools that can make you a better leader Develop your ability to influence and communicate with others Become a better problem-solver and decision-maker Discover how you can prepare for and embrace the forces of change

Program Syllabus
Leadership profile and competencies to highlight your strengths and challenges Directional and consequential thinking and how to develop these skills Strategies for influencing others through improved communication and interaction Your role in making meetings effective, both as a leader and as a participant Critical problem-solving skills and the tools and techniques you can use

The duration of program is 24 Hours and can be delivered as three days intensive workshop or part time course to suit the needs of the customer.

Upon successful completion of the Leadership Skills program participants are welcome to become a member of the our on call consultants in the customer service arena.

29 Harley Street London, W1G9QR United Kingdom. +44.207.6124401 info@lapt.org www.lapt.org

redefining professional standards

About US London Academy of Professional Training (LAPT) is incorporated by the registrar of companies for England and Wales, (company number 4984798) under the Companies Act 1985. LAPT works in the areas of Consultancy, Training and Development, and is committed to provide quality education and training through its partners globally. Our team is working towards the betterment of structured training modules which can change the life of an individual. LAPT offers good international quality training programmes developed by the LAPT Academic board. LAPT regional representative offices are located in U.A.E and India. LAPT has partner centre network in Europe, Africa, Middle East and South Asia. The London Academy of Professional Training is an exciting concept able to provide quality and highly useful professional education programmes to learners globally. LAPT is well placed to offer students the opportunity to excel both academically and in the work place. The quality programmes available, combined with the flexibility in method of delivery and learning, means that students can study in their home country and gain access to internationally recognised British qualifications. For more information please feel free to contact our local office representative.

Office G - 09, Block 13 Knowledge Village Dubai, United Arab

Phone: 971- 050- 2896090 E-mail: Amal.Idiab@laptedu.com www.laptedu.com