Our Corporate Module
These Courses are designed in three modules:
The course modules are indicated below:
Module 1 is targeted exclusively at Chief Executives, Managing Directors, and other senior level managers at or close to the corporate strategic apex.
Issues discussed will be strategic, and lay a firm basis for future action.
Module 2 is targeted at middle management personnel. It captures all the issues discussed with the senior managers, but with more emphasis on how to apply them to achieve service success.
There is an additional course on “ensuring success by design” so that beyond understanding the conceptual issues, managers will be equipped with tools that can be applied on the job for quick and durable wins.
Module 3 Focuses on frontline staff and other “Boundary Spanners” who come into direct contact with clients, Partners and collaborators. This module explains what service behaviour must be and why.
It goes beyond the usual customer service training, which lists just ‘Dos’ and ‘Don’ts’ but further explain the basis for recommended behaviour, thus giving staff a basic understanding of why certain attitudes and behaviours are imperative, and how this affects the company and their success in it.
This training is based on strong and well-researched information. Participants are expected to leave with ideas and skills which are quickly implementable.
COURSE CONTENT FOR MODULE 1
COURSE CONTENT FOR MODULE 2
COURSE CONTENT FOR MODULE 3
OTHER COURSES AVAILABLE FROM BENTIL CONSULTING
1.Competition Analysis and Decision Making.
Tools to enable managers appreciate and manage competition through effective decision making.
A course to sharpen your skills in making presentations to prospects and clients staff subordinates.
How businesses can influence what customers and the public think of them and why it is important to do so.
A key competence for successful managers and businesses is to know how to get the best out of every encounter with clients and others whilst giving them benefit too.
This course teaches why and shows how managers in successful companies understand each others roles and support each other whilst ensuring that their functions are performed well.
Every business must have a place in its prospects and customers minds, that is heavily influenced by how the company positions itself. This course teaches how to position a company and deliver on it.
Services are markedly different from products and their selling and management needs to be understood specifically. This course explains what things are different about services and how to manage them.
Consumers act differently and evaluate quality and satisfaction differently when buying services as against buying products. Companies in the service industry need to know this and manage it well. This course teaches how to do this effectively.
Whatever needs to be done can be done if the right Men, Machines and Motivation (M3) is applied over time. This course explains how to implement M3 successfully by design and not by chance.
This is a general course for sales people. It enhances their knowledge and updates them on what the new trends in sales are, and how to succeed in a modern business environment.
Services are markedly different from products, so selling them requires special knowledge and attributes. This course explains how to suceed selling services.
There are many things, but some are key others are not! Every business wants to win, what are the key issues to cover if you want your company to win? Winning companies deal with the key issues, before other things. This course will show you how.
Why is Service Excellence the most important issue in business today? This course explains why and shows how to run a business from a service orientation and why that makes everypart perform optimally.
Conceiving and leading to excellenceEmpowering excellenceDelivering excellence
SERVICE QUOTES FROM BENTIL CONSULTING LIMITED
1. With Service, Leadership is everything, not just important. If the leader is not committed and personally involved in ensuring excellent service, it will not succeed.
a. Providing excellent services can be difficult and expensive, staff are sometimes not clear about the resolve of management to go the whole distance in providing excellent service. The commitment of the boss is what makes people assured that service is taken seriously, and staff have to do what it takes to ensure client satisfaction at all times.
If the boss is himself involved, that sends a strong message. Once a while the boss should descend to the customer service section and actually help people through their paces.
2. The competence of Management is best determined by what happens at the front desk.
a. Customers feel what the company’s staff do. Management must ensure that its decisions and actions permeate the whole organisation and affect the actions of individual staff members. If Management decisions do not affect staff actions, it is a failure of Management. Service must be planned from above, but delivered below. Effective Management gets its decisions implemented quickly and consistently
3. Corporate Excellence is Service Excellence. Excellent companies are not those who have the best buildings or even the best Balance Sheets. People judge Corporate Excellence by the level of Service Excellence
a. Research of customers about what corporate excellence is, revealed that overwhelmingly, they considered Corporate Excellence as Service Excellence, when asked how that compares to other factors such as good staff, great buildings, strong balance sheet, most remarked that it has to boil down to service to clients, otherwise it is no use. Companies need to wake up to this, Service Excellence Is Corporate Excellence.
4. If your Service is bad, advertising and promotions will have a negative effect on your brand
a. It is said that the fastest way to kill a bad product (or service) is to advertise it. True. If a company’s service is bad, its expenditure on advertising and public activities only reminds people of its bad service. Companies must fix their service first before they go out making noise.
5. Service excellence is a sure source of unassailable competitive advantage. Most other factors for competitive advantage can and will be matched. Service excellence is very difficult to copy.
a. Many things can give a company the lead in an industry, but once done, others will copy it and catch up. Unassailable Competitive Advantage is that which competitors are not able to copy or match. This comes from service and it is about how uniquely a company manages its people and resources to deliver Client delight.
6. Service comes from good culture, and is an indicator of the quality of corporate culture. The quality of service a company gives is therefore a true reflection of its real culture.
a. Corporate culture is the stream from which flows service excellence. If the culture is good, great service will flow. Service excellence is a sure way to judge corporate culture, nurturing good corporate culture starts with, and affects service quality.
7. Seek service champions and empower them to deliver. Hire passion and the right attitude, then a teachable spirit and then competence. Be careful of highly qualified people who act like prima-donnas.
a. Service excellence is people heavy, it requires passionate people, seek people who are passionate about client satisfaction, place them well and equip them to deliver.
8. Everybody must be serving the customer or serving somebody who is servicing the customer otherwise they are not needed. This is true from the board chairman to the cleaner.
a. Wherever you are on the company’s structure your job must be leading to ultimate client satisfaction. If there is a way to determine whether a task is useful or not, ask how it affects client satisfaction. If any task does not affect client satisfaction indirectly or directly, consider cutting it, the company will save money that way.
9. If your staff consistently delivers bad customer service, they are directly working for your competitor, but you are paying.
a. Do not allow staff to be rude or unhelpful to any customer, whenever they do that, the customer thinks of an option to you, and usually they will think about your competitor. If the encounter is bad enough, they will go straight to the competitors, your staff has therefore succeeded in sending a potential client to your customer, and you are paying him to do that. Get rid of staff with bad service attitude wherever they may be in the company.
DO NOT USE WITHOUT PERMISSION.
COPYRIGHTED courtesy of KOFI BENTIL. Bentil Consulting Limited.