Take a Fresh Look at Your Organisation

New Perspectives

My aim with all my training is to help people see their organisation and the work that they do within it from a new perspective. Sometimes the only way to get a Bird's-Eye-View of situations is for someone from outside the organisation to be involved, to work with trainees and ask the questions that no-one within it will. Having worked across the private, public and community sectors, I have a broad experience to offer, but also being from outside of your organisation, I should be able to offer an objective view of what is working well, and of some possible solutions to ongoing problems.

For more details on what experience I can offer, please select the "Profile" post from the Blog Archive, or click on the following link:

http://eclipsepeopledevelopment.blogspot.com/2007/10/profile-peter-askew-bsc-and-eclipse.html

Training Session Overviews: an Example

For any potential customers who want more details on the kind of session content you can expect, please see below for a training session template:

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Dealing with Difficult Customers:
Session Objectives and Summary


Course Objectives

By the end of this training session, trainees will be able to: –

1. Describe the key complaints/typical difficult customer
2. Implement some new ways of calming customers well enough to deal with their complaints
3. Identify possible system improvements – with feedback to go back to appropriate managers
4. Identify possible policy improvements – with feedback to go back to appropriate managers



Session Overview

Introduction and Housekeeping

Course Objectives

Group Discussion on typical complaints, challenges, etc

Presentation covering:-
· The challenge of telephone-based complaints:
· Non-verbal communication
· The most valuable and satisfied customers are… so what are the implications?
· My experience of difficult customers

Group Discussion and presentation discussing

1. Triggers that make customers irate
2. Triggers those that make them calm down

Group Exercise: Active Listening Skills

Discussion: common written complaints and the typical “difficult customer” who writes in

Presentation:
1. Advantages and disadvantages of written complaints and replies
2. The need for a clear and considered complaints policy
3. The need for other company policies

Questionnaire and Group Discussion on treating customers as individuals

Roles Plays and Group Discussion – telephone and written complaints – followed by group feedback

Summarising content

Reviewing Course Objectives

Group Comments, Questions & Answers

Evaluations

Typical Timing for course

9:00 AM for tea and coffee, 9:30am start, one-hour lunch, 4:00pm close
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For more details on content and structure, please contact me on eclipsetraining@yahoo.com and enter "Eclipse Content Query" in the Subject field.

Pricing Policy: Eclipse People Development

Because organisations such as charities and local authorities often aim to re-claim the VAT that is charged for all transactions, I have enclosed a standard price breakdown for a typical day of freelance training. The top-line is based on Private Sector pricing, which begins at £400 per day, but for public and community sector customers, my prices start at a lower cost: -

ECLIPSE PEOPLE DEVELOPMENT: INVOICE 0001

Provision of Training.........£450.00
Vat on Training................£0.00 (educ'al/voc'al training is VAT-exempt)
Net Fuel Expenses............£42.55
VAT on Fuel Expenses......£7.45
Total Fuel Expenses.........£50.00
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Invoice Total..................£500.00