Communication skills training with customers in mind
Open courses in Bristol and Taunton
October 2008 – February 2009
Developing Assertiveness Skills (one – day course)
Taunton (Clerksroom, Blackbrook Business Park),
Thursday November 27th 2008
Bristol (Wesley House, College Park Drive, Henbury Road), Wednesday February 18th 2009
Free parking at both venues
Timing
9.00 – 4.00
Reception to Perfection (two – day course)
Dates and Venues
Taunton (Clerksroom, Blackbrook Business Park),
Tuesday & Wednesday October 21st & 22nd 2008
Bristol (Wesley House, College Park Drive, Henbury Road)
Wednesday & Thursday January 21st & 22nd 2009
Free parking at both venues
Timing
9.00 – 4.00
Developing Assertiveness Skills
Course Objectives
Assertiveness is one of our most effective personal resources. However, we do not always know if our behaviour is assertive. It is sometimes difficult to express our feelings openly and honestly, or to speak up in meetings. Difficult situations might be dealing with conflict, or saying ‘yes when we mean ‘no’. Working to optimum effectiveness often requires building on assertiveness skills and increasing confidence. This course provides strategies to communicate with increased confidence and to present our self more assertively.
Suitable for
Anyone who would benefit from improved confidence and communicating more positively.
Outcomes
· Improved interpersonal communication skills
· Increased understanding of how to build and sustain levels of confidence
· A more positive attitude towards self and others
· Awareness of how personal belief systems shape experience
Cost per participant
£97.50 + VAT including lunch, break time refreshments
and course workbook
Reception to Perfection
Course objectives
An excellent Receptionist is an invaluable resource for any organisation. The person in this key role forms the first impression to new customers, consistent excellence and reliability to existing customers, and a crucial information flow for internal customers. Reception to Perfection deals with essential skills to provide a first class service to all customer groups, whilst retaining a sense of balance.
Suitable for
Receptionists who are relatively new to the role, and more experienced staff who would welcome a refresher to consolidate, and confirm existing skills.
Outcomes
· Enhanced understanding of exemplary Customer Service
· Improved communication skills
· Increased ability to deal with different types of people and situations
· Efficient time management through effective questioning
· Awareness of the power of listening
· Additional confidence
Cost per participant
£185.00 + VAT including lunch, break time refreshments
and course workbook
Course numbers are kept to a maximum of 13 so that each participant has the opportunity to flourish.
The training approach uses the principles of Neuro Linguistic Programming in order to address different styles of learning.
As well as working directly with companies across the UK,
CBPM hosts a small number of open courses.
For more information, or to reserve a place,
please contact Candy Bowman
Tel: 08700 100740
Email: info@cbpm.co.uk
CBPM Limited training subjects include -
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Excellent Customer Care
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Managing Difficult and Demanding Customers OR How to Love Your Customers
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Reception to Pefection
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Telephone Skills for Customer Service
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Professional Telephone Sales Techniques
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Developing Assertiveness Skills
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Presenting Yourself with Confidence
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Winning Business Writing Skills
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Customer Relationship Management Strategy Development (Directors and Senior Management)
Candy Bowman, (CBPM Ltd. Managing Director), is a foundation member of the Institute of Customer Service
CBPM Limited
Telephone 08700 100740; Mobile 07971 965036
email info@cbpm.co.uk
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