Webinars
This innovative approach utilises two technologies you may have heard of, but perhaps hadn’t considered as a means of training staff. Using a combination of a podcast, followed by a three-part webinar, TMS and Toojays have created five structured modules designed to equip participants with the knowledge and skills required to deliver exceptional customer engagement.
The series of webinars (short for web-based seminars), are live presentations conducted in real time as users participate through instant messaging and is transmitted via the internet. A key feature of a webinar is its interactivity – the ability to give, receive and discuss information, rather than just receive it. All the participants require is a computer connected to the internet. (A camera and a microphone will make the experience more interactive, but are not essential.)
Webinars
Three one-hour masterclasses to equip participants with the knowledge and skills required to excel in each subject matter.
| Essentials of good customer service | |
| Part 1 | Moments of Truth: Looks at the key moments of customer engagement, the issues and how to avoid creating the wrong impression. |
| Part 2 | Customer Service in Practice: Looks at the specific skills, behaviours and actions receptionists and customer facing staff should take. |
| Part 3 | Leveraging Customer Loyalty: Understanding how great customer engagement can lead to up selling opportunities. |
| Communicating effectively | |
| Part 1 | Definition: Looks at the importance of good communication in business and defines the key considerations. |
| Part 2 | The Skills you need: Identifies the skills and behaviours needed to ensure communication is successfully received and acted upon. |
| Part 3 | Removing Barriers: Identifies the problems experienced in poor communication and gives practical advice on how to prevent and resolve them. |
| Handling Difficult People | |
| Part 1 | Poles apart: Looks at understanding the causes of conflict and reasons for break down in relationships and communication. |
| Part 2 | Different perspectives: Helps individuals to understand the different motivation values and subsequent perspectives people have. |
| Part 3 | Giving Feedback: How to improving the relationship or situation using effective feedback. |
| Effective Meetings | |
| Part 1 | Defining Meetings: looks at the purpose of meetings, their different formats, frequency, and the reasons why they fail to be effective. |
| Part 2 | Making Meetings Work: A practical step by step guide to ensuring meetings add value. |
| Part 3 | Managing Meetings: Looks at the behaviours of the chairperson. |
| Time Management | |
| Part 1 | Identifying the Problem: This session will help participants assess their use of time, identifying time stealers and principles of prioritisation. |
| Part 2 | Solutions: Takes a step by step practical look at ways to improve time management with useful tips and established best practices to improve effectiveness of time. |
| Part 3 | Tools: Looks at the variety of tools that can assist with effective time management. Includes delegation techniques as well as challenging and saying no! |
Each three-part webinar masterclass is just £99 + vat (or £395 + vat for all five modules) and you only have to pay for one place at a webinar, yet could have two, three or more of the team viewing and benefitting from the training. Furthermore, if you can’t make the live time slot don’t worry – we can send you a recording of the masterclass for you to replay at your convenience as many times as you like.
NB: The five masterclasses listed above were recorded during 2009. Look out for details of future webinars.
Click here to download a booking form.
TMS is kindly sponsored by Royal Canin and Pet Health Plans from The Practice Business
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