Registration Staff Development is the key to the success of any organisation.

COURSE OUTLINE

Day 1

Welcome and Introductions

Environmental Analysis – Values Survey and Gap Analysis

Workshop and Debrief

The Benefits of Excellent Service

• Focus on Customer Service Success
• Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits
• Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

Communications and Perceptions

• Worldview perception and work relationships
• Trust busters and how to fix them
• The five axioms of conscious communication
• Mirroring and rapport

Building Better Relationships with Ourselves and Others

• Perception, organisational, emotional intelligence—and you
• Self-awareness, self-esteem and Self concept
• Case study to understand your styles—and how to flex them

Professionalism Under Pressure

• Understand How Emotions Are Created
• Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
• Use Body Language to Control Your Emotional State
• Honor Negative Emotions Positively
• Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover

Recap and Homework

Day 2

Lightbulb Moments and Objectives Internal Customer Service

• Identify Internal and External Customers
• Appreciate That Internal Service Is Just as Important as External Service
• Understand the Two Levels of Customer Service
• Have Influence over Issues You Can’t Control

Managing Customers’ Expectations

• Appreciate That Customer Satisfaction Is Based on Perceptions
• Identify Your Customers’ Top Two Expectations
• Recognize That You Can Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers
• Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations

The Importance of Perceptions

• Discuss How Perception and Image Can Impact Others’ Perception of You and of Your Job Performance
• Describe How Diplomacy, Tact and Credibility Are Demonstrated Through Good Communication

Setting Goals, Personal Action Plan Recap, Wrap Up and Evaluation