Archive for the ‘Clients’ Category

Leadership Delegates Focus on the Big Questions

Delegates in Leeds identify their top ten questions to learn more about helping their people to deliver their best. By focusing on their real time issues Great Training can help focus the learning to make a real difference to people’s performance and help immediate implementation back in the workplace. Would these be your questions?

  1. How do I stay consistent?
  2. How do I set standards and objectives?
  3. How do I gain respect?
  4. How do I stay approachable?
  5. How do I manage my time better?
  6. How do I learn to trust my people?
  7. How do I motivate staff?
  8. How do I delegate
  9. How do I build confidence?
  10. How do I stay focused
Delegate Comments;
I enjoyed it very much and can see the course being invaluable to me in my line of workJal Patel- Aqua

Very helpful for my job – I feel I will take a lot away Michele Campbell – Orsis UK Ltd

Enjoyed the course very much – best for a long time. Great trainer – Great knowledgeRachel Mearel – Irwell Valley Housing.

To view a copy of the objectives and content click on the link

Total Refrigeration review their Customer Service

For an easy print PDF handout of this post click on the link  Customer_Service

To view the content and approach of the day click on the link bellow  TF Overview Slides

Total Refrigeration

Understanding the emotional side of customers 

 Total Refrigeration the Manchester based market leaders in refrigeration services to the retail industry spend a day reviewing their customer service by getting inside the customers shoes and understanding the emotional states that drive their customers.

They undertook an activity to identify what excellent customer service looks like by using their own experience and recorded the descriptive words that they would use to describe it.

Excellent Service

Poor Service

Focused Can’t be bothered
Helpful Ignorant
Polite No compromise
Approachable Not interested
Knowledgeable Sarcasm
Happy / Smiling Evasive
Friendly Attitude and tone
Attentive Take to long to get back
Personal Consideration
Good greeting

 

The key points arising from this were;

  • People’s view of customer service is based on their own views and experiences
  • Those views on customer service were more emotional than rational
  • That getting the right product is not the differentiating factor it’s just expected
  • That any one can unwittingly project poor service approaches
  • That we need to be consciously competent of our own approach 

An output from the day was an identification of the different emotional states that customers may contact the company in. This enabled the group to segment their customers by the nature of their contact and better empathise with the customer’s requirements. The customer groups were called “me’s” reflecting the importance of seeing customers as individuals with specific needs.

 

As a starter they identified five customer groups and began discussions on what they could do to meet the customer’s needs. This enabled the group to share their experiences of best practice and examples of where they had helped customers. Some of these approaches reflected the positive customer comments received by the company.

 

Short Notice Me

  • Reaffirm the delivery terms and take internal steps to try and make the delivery earlier.
  • Ensure customer has the exact day of delivery so they can plan.
  • Plan courtesy call to ensure delivery has been made to customer’s satisfaction.

Emergency me

  • Ensure engineer attends next working day.
  • If possible engineer to attend same day.
  • Courtesy call from technical manager.
  • Follow up call from customer services.

I need information me

  • Ask questions and listen to understand the customer.
  • Direct to web site for more information / reference.
  • Summarise call and requirements.
  • Stay in contact for future business development.

Help me plan me

  • Ask questions and listen to define the customer’s requirements.
  • Provide advice and options to help them make decisions.
  • Discuss potential delivery dates and preparation.
  • Summarise information / link to website.
  • Explain after sales service.

I know what I want me

  • Identify options and extra services.
  • Take information quickly and accurately.
  • Call back for feedback / business development.

Other elements of the day included a review of customer feedback and internal research on how customers viewed the service the company offered.

The group also took part in a scenario activity to benchmark themselves with what they felt the best service they could offer would be. This included the question

“how good do you want to be?”

Also used as a reference was an example from Mike Peggs excellent book The Art of Encouragement that outlines the gymnastics gold winner Peter Vidmars approach to gaining the perfect 10

To get the perfect 10 an althlete must reach the Olympic standard and then gain extra marks through Risk / Originality and Virtuosity. From a customer service perspective an organisation must provide great products for the 9.4 but then excel in customer service by providing their own .2’s to wow their customers. The question is

“what are our .2’s that differentiate us from our competitors?”

 

 

A Compelling Template for Leadership and Business Change

Property Care working with Orginspire provide a compelling template for improving the effectiveness of your DLO through focusing attention on effective leadership practice

“the best and most thorough change process I have been involved in”

Ralph Middlemore, Property Director, SSHA

Click on the link bellow

Direct Labour Leadership Case Study


It is clear from the Property Care experience that many companies can increase their productivity through improving their culture through leadership and harness the skills and talents of their people. By initiating change to improve both leaderships skills and employee engagement companies can focus on spending time on the right things beyond their daily problems and make decisions that position themselves better for the future rather than just reacting to external pressures.

By ensuring all areas of the business are aware of performance both operationally and personally a clear approach to development and change can be undertaken. Key drivers are a broad understanding of the business challenges and a vision for how they will be met. In many cases utilising the nascent talents through a more focused approach will ensure the organisations energy is aimed in the right direction.

Orginspire and The Great Training Company work with organisations to help them get the best from their people at all levels. We aim to understand your business and your people to craft solutions that work for you and are sustainable for the future. We are proud of the work we do and aim to provide a legacy of knowledge that adds value in the long term.

For more information on how your organisation can benefit from this approach contact;

Andrew Semple

Managing Consultant

Org-Inspire People Development

07970 646895

Or type orginspire.com into Google

 


Great Training makes Delegation work

Many leaders find Delegation a difficult process to undertake yet by not approaching it effectively we can fail to develop both our people and our business by not having the time resource to focus on value adding aspects of the role. At The Great Training Company we provide an effective Delegation Tool Kit to ensure leaders get the most from their people and can make their best contribution to the business.

Click on the link to see how our approach can help your business

For more details contact

Andrew Semple

07970 646895

greattraining@btinternet.com

Supervisor Training at Cool Milk

A great day with Cool Milk in Lincoln – great values and great people. The day focused on the key skills of leadership including a session on delegation to help develop the team and free up leadership time for business development activities. The Great Training   approach helps delegates identify the mental blocks to delegation and then provides a novel model to identify the areas that can be delegated and a process to ensure it is effective. For more information on how to approach delegation as a process of people development contact Great Training at greattraining@btinternet.com.

What the delegates thought

As a new team leader this course was great   — Alex _ Cool Milk

Excellent course – well structured – well presented — Mather_Cool Milk

Great Training is the training part of orginspire ,

Andrew Semple

07970 646895

Building Confidence TATA Steel

A great series of workshops undertaken with TATA Steel at Scunthorpe to promote the universal leadership approach they take to safety. The one day workshops focus on the importance of everyone playing a leadership role in the personal safety of themselves and others. The emphasis of the day is on the importance of Safety Conversations at all levels as part of the day to day activity of all employees and helps participants approach potentially difficult conversations with confidence and purpose. The events form part of the TATA FELT leadership program run in conjunction with Ashorne Hill Management Development Centre in Leamington.

Many people can feel unsure how to tackle difficult situations in the workplace whether it be about behaviour or performance. At Orginspire we can help build confidence by supplying both skills and structure in aTATA_Steel_Workshops. To max your peoples skills in a variety of areas from customer service / complaint handing or leadership contact Orginspire for more information.

 

Andrew joins Ashorne Hill

Andrew has joined Ashornehill leadership development collage as an associate consultant. Ashorne Hill is situated in the heart of Warwickshire has built long term partnerships with companies such as Corus,DHL,and Alience & Leicester. He will is working on the Diploma in Management for KTP Associates and assessing ILM candatates at level 5.
To find out more about Ashorne Hill go to

http://www.ashornehill.co.uk/pages/index.php

Hammerson Team Building Event

A Team Development event with the Hammerson Sales and Marketing Team July 2010. A new team and a new leader setting a clear direction for the future – and having fun at the same time. This was a one day event held at the excellent “what if” facilities in London.Check out the sample slide deck and pictures of people having fun
The approach is simple.By working in partnership with the client we were able to identify the objectives for the day and craft a solution that not only delivered the business needs but provided an engaging enviroment for all involved.This is a core competency for Orginspire.For information on how your team can develop contact us soon.

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