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Courses


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This Advanced level programme has been designed for existing managers to further develop their individual skills. In the training we focus on people performance, dealing with staffing issues and staff development to obtain maximum staff performance.

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Businesses don’t succeed by standing still. Close scrutiny of products, services, and systems will always reveal room for positive change. And helping people handle change by adapting and adopting new behaviours is one of the toughest challenges managers face. Without the right leadership and communication skills, even the best decisions will be difficult to implement. In this course we look at approaches to support individuals through change, factors that contribute to the creation of positive teams and what is required of a manager during periods of change for continuous improvement performance, service, quality and diversification.

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This course has been designed to enable Managers /Line Managers to create more effective conversations and build desired results. Individuals and groups perform better with coaching and this performance translates into personal and business success. During this 2-day practical and interactive workshop we look at the value and the power of coaching. Learn how to develop trust, listen deeply, and ask effective questions at a deeper and more effective level.

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Good communication skills are vital for conveying information to people clearly and succinctly and in a way that they can understand. Communication is a two way process and good communication is about being a good listener as well as a good speaker. You need to be empathic, so that you can understand how others will interpret your words and behaviour.  

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Employees, who are properly trained and demonstrate professional customer service skills, can improve customer satisfaction and loyalty. This helps businesses retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones. In addition, satisfied customers are more open to additional sales messages and are likely to refer others to that business.

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Course Content This course will include a PowerPoint presentation of the main topics supplemented by interactive sessions to reinforce learning of technique. Workbooks will be provided to include all information delivered as part of the course. Bespoke training – we can design and deliver a course that is centred on the exact requirement of your team and what you want to achieve.

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Course overview This course will help you understand what is important to your customers and will help you identify areas for improvement that will improve the customer experience and ultimately create customer loyalty. Focusing on internal factors such as strategy and alignment, it will provide you with the knowledge of what is needed to become a customer-focused organisation.

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Course overview This course will provide you with the knowledge and skills to deal with complaints effectively and leave your customers feeling valued. Offering a range of tips and techniques, it aims to increase your confidence when dealing with complaints, help you to understand things from the customer’s point of view and ensure a positive outcome.

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This one day programme has been designed to enable the candidate to discover how effective assertiveness can have a positive impact in the workplace; we also look at handling difficult people and situations with confidence. We also cover the need to understand the different assertive behaviours and how to build a rapport when dealing with difficult people of situations.

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Course overview This course will help you identify ways that can make a big difference to customer service. Focusing on communication and relationship building, this session will provide you with the knowledge and skills to deliver an exceptional level of customer service to your customers

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