Upskill yourself, or your team, with flexible training blocks

Location:
We offer training at your office or ours (Sydney CBD)

Can we tailor training?
Yes. All training can be tailored by mixing and matching modules from course. Call us to discuss.

Outcomes:
Learn key skills from courses tailored to your individual or business needs.

Cost: *
$799 + GST per person for full-day
$5,599 + GST for your team for full-day (5 - 12 people)
* Minimum 4 people per course from your company

Better a carrot than a stick

Principles:
How to make customer service a behaviour, not a task.

Whether customer facing or operational delivery, customer service is integral to individual performance and business goals.

Who is this course for?

• Staff members

• Team Leaders

• Project Teams

Outcomes:
Understanding how customer service is beneficial to personal well-being, as evidenced by neuroscience, positive psychology and human behaviour. Improved engagement, confidence and communication

What really matters

Principles:
Failure to engage stakeholders effectively can derail any project.

Who is this course for?

• Project managers

• Change managers

• Leaders

Outcomes:
A better understanding of the psychology of persuasion and the role of unconscious bias. Improved customer focus, uplift in communications planning and improved project management.

Working better together

Principles:
Why adopting a more pragmatic approach of working better together, rather than relying on contracts and penalties, saves money and reduces error rates

Who is this course for?
Partner Management or someone new to outsourcing

Outcomes:
Improved understanding of collaboration, in terms of both benefits and skills required, and the value of strategic partnerships

Still
standing

Principles:
Change can be disruptive when people, or teams, aren’t equipped to deal with it

Who is this course for?
Teams who have undergone, or going through, significant change

Outcomes:
Recognising change fatigue and how to manage that on an individual level.

A better understanding of individual and team strengths - which can be used to improve team dynamics and collaboration.

This course requires participants to take the free VIA (Values in Action) strength analysis test and bring their results to unpack

Let’s take
a walk

Principles:
Demonstrating empathy is critical to delivering great customer service. It becomes an imperative when addressing service failures.

Who is this course for?
Individuals or teams looking to get smart about customer service.

Outcomes:
An understanding of what empathy is and tools that can be used to demonstrate empathy.

How using these skills can build brand loyalty and improve NPS (Net Promoter Scores.)

How big is your iceberg?

Principles:
We’re not trapped by what we think when we know why we think it.

Who is this course for?
HR & Leaders tasked with diversity challenges and building an inclusive culture.

Outcomes:
Better decision making and strategies to overcome knee-jerk reactions. Improved understanding of the challenges of diversity.

Leaving a
legacy

Principles:
How ethical resolution leads to better outcomes for staff, customers and company brand

Who is this course for?
Companies that value their customers and want to actively address their social media footprints while also promoting an internal culture of “Doing the right thing”.

Outcomes:
Bring able to understand principles, values and ethics and how they affect human behaviour.

Learn how to improve overall customer experience and NPS by resolving customer conflicts ethically and with better negotiation skills. This can lead to better results, fewer complaints and improvements to workplace morale.

Navigating new shores

Principles:
How improved cultural understanding between teams based offshore (or outsourced) can reduce conflict and improve service.

Who is this course for?
Companies with teams based offshore.

Outcomes:
A better understanding of other cultures, and their reference points, and the importance that has when working across multiple countries.

Hey, can we talk?

Principles:
Better conversations lead to many positive outcomes including improved collaboration, productivity uplift and improved communication

Who is this course for?

• Service Delivery Teams

• Outsourced Teams

Outcomes:
Learn Appreciative Inquiry, how to repair strained relationships and build trust & loyalty

Service to a TEE

Principles:
Trust is vital in any service relationship. Focusing on trust, within an ethical framework, informed by empathy, will make a difference to both the internal culture as well as a company’s commercial success

Who is this course for?

• Leaders

• Team Members

• Anyone providing professional services

Outcomes:
Tools to help build, maintain and restore trust. The understanding of how to construct an ethical framework and how the role of empathy supports the overall customer service.

Upskill yourself or your team