Time Management and Client or Customer Care (Diploma-Postgraduate)
Training
In Dubai (United Arab Emirates), Kuala Lumpur (Malaysia), Jakarta (Indonesia) and another venue.
*Indicative price
Original amount in GBP:
£ 10,000
Description
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Type
Training
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Location
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Duration
10 Days
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Start date
Different dates available
Suitable for: This Course is Designed 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
Facilities
Location
Start date
Start date
Start date
Start date
Start date
Reviews
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
Planning
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
Scheduling
Effective Scheduling
Steps in Scheduling
Prioritizing
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
Groupthink
Teamthink
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
Time Management and Client or Customer Care (Diploma-Postgraduate)
*Indicative price
Original amount in GBP:
£ 10,000