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Home | About Us | Online Courses | Books | Assessments | Custom Design | Subscribe | Buy | Contact Us |
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© Cantrain 2007 |
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Classroom and
Blended
Programs
Whether
your goal is to improve customer retention, create value and build
customer loyalty or enhance the delivery of service to your
customers, this program is for you. This one or two-day program is
designed specifically for all front-line and support employees. It
presents a framework for improving service at the point of contact
with the customer. This framework provides participants with
strategies and skills that will help them make the most of their
day-to-day interactions with people who receive their work-product,
products and services. If you are serious about making Service
Quality a competitive advantage in your organization, this program
is a must. Whether you would like to use this generic program or
have us customize it to reflect your specific requirements, we can
help. 
Service is a leadership issue. Incorporating the concepts presented
in Customers Forever: Delivering Exceptional Customer Service, this
2-day program provides your managers, supervisors and team leaders
with proven fundamental strategies for building and maintaining a
strong customer focused environment. Throughout the program,
participants complete a Personal Action Plan for how they will
implement what they have learned. An optional pre-course online
Customer Focused Leadership self-assessment can be used to help
target specific areas requiring immediate development.
Effective communication with customers is a must for
anyone who wants to dramatically improve his or her service
relationships with customers and colleagues. This 1/2 day or 1-day
program will help participants eliminate the needless problems which
can so easily arise from ineffective communication. This program
builds upon the concepts and principles presented in Customers
Forever and Customer Focused Leadership. Topics include:
Communication and Moments of Truth, The Customer Focused
Communication Process, The TIDE Model, Communication Flow,
Diagnosing the Situation, Four Communication Approaches, Asking
Questions, Listening, Resolving Conflicts and Dealing with Difficult
customers. 
Coaching is
a one-on-one activity that aims to build on individuals’ strengths in
order to improve their job performance and develop their potential.
Successful coaching is a dialogue between two people who work together
to resolve problems and make a commitment to improve performance over
the long term. Performance is the bottom line, and coaching is the
platform leaders use to make it happen. This two-day highly interactive
program is perfect for managers, supervisors and team leaders. Topics
include: The Coach as a Leader, The Coach as a Communicator, The
Coach as a Motivator, The Coach as a Mentor, The Coach as a Driver
of Change and Tough Coaching. 
This
program can be conducted as an in tact 2 day program, or separated into
a series of shorter workshops. It provides managers and or supervisors
with the opportunity to establish and maintain highly successful
supervisory and leadership practices. We offer versions for Managers and
for first-time or seasoned supervisors. 
Leadership is influencing others to think and/or act a certain way,
directed at a specific goal or outcome. It is the fuel which powers
the manager, supervisor and team leader roles. Without effective
leadership, these roles fall flat. The performance of employees and
team members is unpredictable, with so many variables driving it
that their accomplishments are sporadic at best. Effective
leadership provides employees and team members with a clear vision
of the goals and outcomes they are intended to achieve, a high level
of commitment to that accomplishment, a feeling of security that
someone is in control, not in a negative way, but with both the
interest of the organization and the individual in mind.