Track Training Tips No. 33

20 Top Tips for Personal Survival

In difficult economic times it is often too easy to ignore personal development and all of those things that you are really very good at. Its important for your personal performance to remind yourself of some key areas to remain focussed on.

I would like to share my top 20 tips for personal survival and hope that you will find them useful in maintaining a focus.

 

  1. Know your business inside out
  2. Be prepared to over deliver on your outputs
  3. Focus on the essentials of your role
  4. Separate achievement of objectives from mere activity
  5. Anticipate customer needs and be proactive
  6. Display positive body language at all times
  7.  Be good to be around – display empathy/rapport/friendship
  8. Innovate – what you do and how you do it
  9. Remember the 80:20 rule
  10. Focus on the important few
  11. Think outside the box (laterally!)
  12. Focus on what you do well
  13. Be agile and adaptable
  14. Don’t neglect your personal skills base and keep it up to date
  15. Invest in your own training
  16. Use your networks to the full – personal and professional
  17. Find out where you can add value
  18. Set yourself SMART objectives
  19. Manage Change – don’t let it manage you
  20. Think positively about yourself


Positive Thoughts = Positive Actions = Positive Outcomes.

 Links to workshops:

 Personal Development Workshop

 For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – www.tracktrainingservices.co.uk 

 ‘Training Solutions that Guarantee Results’

 

Track Training Tips No. 32

7 Steps to Developing and Managing a Customer Service Culture

 

As existing and new clients continue to ask for Customer Service training for their front line staff, one or two ‘truths’ have become increasingly clear.

  • Customer service really is one of the few areas where serious added value can be gained
  • Most organisations still don’t make a great job of it
  • Transfer of learning back to the workplace is very much a function of the internal culture of the organisation

What has become very clear following research into the style of many of these organisations, is that they do not have a culture of internal Customer Service. Effective Customer Service starts in-house with a recognition of the internal customer, the need for standards, measurement and a philosophy of continuous improvement.

In economically challenging times it is more important than ever to offer clear added value through the quality of your Customer Service.

Key Steps:

1.      Decide your Service Strategy

  • Style
  • Vision
  • Values

2.      Undertake Customer Research

  • Listen to customers and staff then act
  • Focus groups, surveys, comment cards
  • Observe the competition

3.      Employ the Right People

  • Personality, Attitude, Behaviours

4.   Articulate Your Service Standards

  • Operational, behavioural
  • Objective, measurable

5.      Train In The Standards

  • Induction, regular training

6.      Provide Excellent Leadership

  • Positive, inspiring management
  • Live and breathe your values

7.      Measure And Monitor

  • Ongoing reviews (managers)
  • Ongoing feedback (customers)
  • Measurement tools (mystery customer assessments)
  • Analyse Results and Act
  • Identify future training needs
  • Develop customer service action plans
  • Undertake ongoing improvements

Links to workshops:

Customer Service Skills

For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – www.tracktrainingservices.co.uk 

 

‘Training Solutions that Guarantee Results’

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