Time Management and Client or Customer Care - (Diploma-Postgraduate)

HRODC Postgraduate Training Institute
In Al Farwānīyah (Kuwait)

£ 8,000 - (Rs 6,55,138)
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Important information

  • Training
  • Al farwānīyah (Kuwait)
  • Duration:
    10 Days
  • When:

Suitable for: Managers. Supervisors. Senior Professionals. Management Staffs. Business owners to help them take accurate and timely decisions. Team members who need more effective time management skills. Employees. Customer Service Staff. Anybody who want essential time management tools and techniques. Customer Service. Representatives. Sales Professionals. Sales and Customer Service. Supervisors and Managers. Reception Administrators. Front Line Workers. Business Owners. Entrepreneurs. Anybody who comes into contact with customers.

Important information

Where and when

Starts Location
Al Farwānīyah
al-Kuwait, Kuwait
See map

Course programme

Course Contents, Concepts and Issues

Effective Time Management

Introduction to Time Management

Principles of Time Management

Time Management Defined

Time in an Organisational Wide Context: Acting in Time

The Cost of Time

Time Management Tools

Maximising Personal Effectiveness

Busy vs. Productive

Time Wasters/Time Robbers/Time Stealers/Time Bandits

Managing Time Wasters/Time Robbers/Time Stealers/Time Bandits

Combating Procrastination

Diffusing the Impact of Others

Handling Interruptions Constructively

Asserting Yourself Politely and Calmly

Conquering Over commitment ( Learn to say, “No”)

Contextualising Time Management

The Four D’s of Time Management

Managing Multiple Task and Deadlines

Combating Work Related Stress

Balancing Personal and Professional Life

Avoiding Time Crunches

Handling Unexpected Job Emergencies

Human Multitasking

Benefits of Effective Time Management

Effects of Poor Time Management

Time Management Theories

Maslow’s Hierarchy of Needs

The Pickle Jar Theory

Pareto Principle or 80/20 Rule

Eisenhower Method

POSEC Method

Setting Goals/Objectives, Planning and Getting Organised

Setting Goals and Objectives

What You Want to Achieve

Importance of Goal

Setting Realistic Goals Through SMART Method

Techniques for Setting and Achieving Goals


Management and Planning Tools

Using a Planner

Developing Action Plan

Getting Organised

Organising Your Workspace, Files and Folders

E-mail, Task and Calendar Managing

Information Flow and Retrieval Process

Information Overload

Schedule Management

The Batching Technique

Utilise Time Gaps

Effective Follow-up System

Developing Time Management Habit

Scheduling, Prioritising and Time Management Application


Effective Scheduling

Steps in Scheduling


The Prioritisation Grid

Important vs. Urgent

Time Management Matrix (Covey’s Four Quadrant Matrix)

To-Do List

ABC123 Prioritised Planning

Decision Matrix

Time Management and Manager

How Most Managers Apportioned Their Time

Time Management Tips for Managers

Effective Resource Management

Workload Analysis

Managing Workload

Managing Disorganised Staffs

Achieving Effective Time Management through Proper Meeting Management

Meeting Management

Creating an Effective Agenda

Importance of Agenda

Steps For Productive and Effective Meeting



Reducing Time Spent on Meeting

Meeting Menaces

Trading Game Scenario

Client or Customer Care

Who is a ‘front-line staff’?

Who has customer/ client-relation and customer/ client-relation responsibility?

Value of front-line staff to organisational effectiveness;

Features of a Client-Driven Organisation

Internal & External Factors Influencing Client Behaviour

Client Motivation

Responsibility of the service provider/ goods retailer, and manufacturer under The

Supply of Goods and Services Act 1982

How Can We Assure Clients That They Are Getting a Good Deal?

Working Towards Clients’ Continued Accessing of Service

The ‘Sale of Goods Act’

Legal Interpretation of ‘Fitness For Purpose’

Sensitisation & Client Needs: Role Transposition

What To Know About Your Clients

Maintaining a Generalised Client Information System

Dealing With Sensitive Situations: Confidentiality VS Disclosure

Dealing With an Irate Client: Understanding Clients’ Frustration

Improving Worker-Client Relation

Dealing with ‘the irate customer/ client.

Communication: Perfecting ‘The Approach’ & Offering Assistance

Contributing to the maintenance of customer/ client loyalty

Empowering Front-line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’

Seeking help and advice from colleagues and managers, when faced with difficult situations

Dealing with conflict between client/ customer and front-line staff.

The responsibility of service provider/ goods retailer under The Sale and Supply of

Goods to Consumers Regulations 2002.

Client Service: The Legal Environment

Obligations of the Retailer/ Service Provider under the ‘Sale of Goods Act 1979’

The Responsibility of Service Provider/ Goods Retailer under the Sale and Supply of

Goods to Consumers Regulations 2002

The Unfair Terms in Consumer Contract Regulations 1999

What Constitutes a ‘Non-Binding’ Contract, Under the Unfair Terms in Consumer

Contracts Regulations 1999

The Role of the Office of Fair Trading (OFT) In Dealing with Consumers’ Complaints

under the Unfair Terms in Consumer Contracts Regulations 1999

The Powers of the Office of Fair Trading, Under the Unfair Terms in Consumer Contract

Regulations 1999s

The Role of Trading Standards in Dealing with Consumer Complaints

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