WE OFFER A RANGE OF SERVICES

Areas to be covered

  • Understanding the Customer Care Code
  • Identifying the several types of Customers you may come across
  • The goal of a Customer Care Agent
  • Understanding the elements of TRUST
  • understanding the Character of a customer Care agent
  • Effective Communication Skills for Customer Care agent
  • The Art of Listening
  • Problem solving Skills in Customer Care
  • Understanding the Wheel of life for Customer Care
  • The importance of Planning A Head in Customer Care

This course seeks to empower the trainees with enough knowledge to enable them to become even more effective in there dealing with people.

The trainees will also contribute to the upliftment of Customer Care in their environment and extend that care to all that come into contact with them. This course geared towards the trainee’s psychological improvement in the Area of Customer Care.

Cost:

The cost per trainee will be $80,000.00 and payments can also be made on intervals during the course.

Certification:

The certification will be handed out by Critchlow Labour College

Objective:

Trainees will be able to understand the code in Customer Care and also there influence within society. They will understand the true value for service and empathy for others. Having the respect for the persons that share their space at any given time

Course content 1 year

Section A – individual interaction and introduction of self

Week 1 – establishing the customer care code

Week 2 – identifying the several types of customers you may come across – group discussion Describing the several types of customers in their own words

Week 3 – review – goals of a customer care agent

Week 4 – test

Week 5 – week 10 – studying the TRUST chart

Week 11– explaining the impact of the trust chart – review

Week 12 – week 17 – what is effective communication skills

Week 18 – week 23 – establishing “Problem Solving Skills” in customer care – research what it means

Week 24 – week 28 – applying “Problem Solving skills” to customer care – research how we apply it

Week 29 – understanding the “Wheel of Life” – research, what is the wheel of life?

Week 30– establishing how important the wheel of life is to a customer is care agent

Week 31– review – tests

Week 32– examining the “PLAN A HEAD” process and applying the “PLAN A HEAD” process to customer care

Week 33– establishing the importance of a positive “ATTITUDE” in customer care

Week 34 – applying effective attitude development within customer care. Week 35 -39 review & final examination.

Week 35 -39 review & final examination.

Areas that will be covered

  • Tones
  • Acronym LAST
  • Types of callers
  • 11 phrases that should never be said by you!

During and at the end the trainees will have to complete a written and oral test.

At the end of this training persons will be able to lift the overall standards of the company in the way they conduct themselves via the Telephone.

  • Display appropriate knowledge in the area of the type of Tone that is used via the Telephone.
  • Demonstrate the appropriate behavior of Listening while using the telephone
  • Perform the appropriate attitude towards the several types of customers
  • Show competence in the area of the things they should never say

Areas that will be covered

  • Effective communication skills
  • Punctuality
  • Customer Care
  • Positive Attitude Development
  • Attention Span on the Job

This training is geared for all levels between middle management and below.

Areas to be covered

  • Character – who you are?
  • Relationship – who you know?
  • Knowledge – what you know?
  • Intuition – what you feel?
  • Experience – where you have been?
  • Past Success- what you have done?
  • Ability – what you can do?

Trainees will also be given the information on how to identify what type of leader they are:

  • Laissez – Faire
  • Autocratic
  • Participative
  • Transactional
  • Transformational

Areas to be covered

  • Trainees should understand some of their biggest time wasters
  • Trainees will be given information on what you can be doing better
  • Trainees should understand the three (3) P’s Positive, Personnel, Possible and how/when to use
    it
  • Trainees will be given information on how to effective use a journal/appointment book
  • Trainees will also be taught on how to:
    • Prioritize their time
    • Urgent and important
    • Important but not urgent
    • Urgent but not important
    • Not urgent & not important
  • Trainees will also be given information on how to stop/avoid procrastination
  • Trainees will also understand some of the phrases a Procrastinator would say

Areas that will be covered

  • Ushering – greeting people
  • Worshiping – based on organization requesting
  • Speaking styles
  • Dressing and general presentation of yourself

This training is good for churches and companies alike it will help the trainees to understand the art of meeting people and how to shake a hand effectively, show persons to a seat, how to speak from your diaphragm and not from your nostrils, the program will also enlighten persons about how they should dress and look generally.

This curriculum is designed to cover a period of fourteen weeks altogether. Fourteen (14) weeks or two hundred and eighty (280) contact hours will be devoted to skills training.

This course is open to the following target population between the ages of 18-50 years:

  • Unemployed individuals
  • Persons who need training in a new vocational area
  • Individuals who have graduated from the formal school system, but who were inadequately prepared to penetrate the job market.

CAPM is a course that is internationally recognized and any individual that has been successful at this course not only adds value to themselves but they add value to the overall success of the Company in which they work. The information offered in this course is very practical and has been compiled for the overall betterment of all Project Managers.

 Some of the areas to be covered would be:

“The 7 elements of the Management Operations System”

  • Forecast
  • Plan
  • Assignment
  • Execution
  • Follow-up
  • Report
  • Evaluation

Areas to be covered

  • Trainees should know the importance of their organization’s vision/mission Statement
  • Trainees should be able to learn to develop a vision plan for the next five (5) years
  • Trainees should be able to understand the needs of the staff that they supervise
  • Trainees should also understand that having a plan will help their personal life (family/ friends)
  • Trainees will be exposed to then old management style, so they can compare to the new style of
    management
  • Trainees will also be given a brief overview of project management

Clarke’s Productions is fully certified to offer this course on behalf of the National Safety Council of Chicago (NSC), of which our Training Center Name and Number are as follows along with our Instructor information, all of which can be found on the NSC website.

Training Center: Clarke’s Productions

Center Number: 2290476

Instructor Name: Kirk Adrian Clarke

Instructor Number: 2273320

Areas that will be covered

  • It’s all about choice
  • Ready for the road
  • Don’t add insult to injury
  • Success on the road
  • Collision Proofing
  • Drive for life

Who should attend:

  • Company Drivers
  • Travelling Officers
  • Sales Representatives
  • All Drivers

On successful completion of this course participants will receive a Certificate from the National Safety Council. It is recommended that this certificate be renewed every three (3) years.

Individual interaction and introduction of self. The following topic areas for this course are:

  • Establishing what Communication is?
  • How to Communicate
  • Types/category of communication
  • The communication model
  • The context of communication
  • The power of listening and the art of doing it
  •  Understanding the trust chart
  • Understanding how to prepare you for speaking
  • Understanding how to be more effective in your writing