ACA
NEWSLETTER SIGN-UP |
| Receive
free tips, advice, information and articles on customer service,
systems, business management and a wealth of other topics that
will help you improve your bottom line.
Your
address is for ACA Newsletter distribution only. It will not
be made available to any outside groups or organizations. |
| |
|
|
CUSTOMER
SERVICE
Click
on the Training Program Name for a one page description.
| TRAINING
PROGRAM |
DESCRIPTION |
| Process
Improvement Techniques |
The
objectives are for participants to develop abilities to improve
product and service quality, reduce redundancies, mistakes, rework
and waste. which leads to a reduction of internal costs. Benefits
include a reduction of internal costs and increase in competitive
advantages, market share, and profits and achievement of long-term
business goals. Benefits also include an increase in both employee
and customer satisfaction. |
| How
To Improve Customer Service |
Participants
will be able to define a customer and differentiate between
internal and external customers. They will be able to identify
good customer service when they see it. They will understand
the three areas of focus for customer service improvement. The
students will be able to list, discuss and demonstrate the 10
dimensions of service quality. They will have the ability to
plan and implement customer service improvement projects using
the eight step method. Managers and supervisors will know how
to create employee commitment to good customer service and employees
will know why their commitment is critical. The overall benefits
of this course are increased generation of revenue by profitable
sales and external customer service; and decreased rework, scrap,
and mistakes to decrease |
| |
|
| Supervisory
Skills For Process Improvement & Customer Service |
The students will develop abilities to motivate, train and empower
their direct reports, and use situational leadership skills to
optimize employee performance. Participants will be able to list,
discuss and demonstrate the diagnoses of employee developmental
stages and application of appropriate leadership styles: directing,
coaching, supporting or delegating. Participants will be able
to demonstrate the establishment and review of standards and objectives
and be able to plan and conduct effective performance reviews.
Students will be able to develop milestone charts and daily plans
for effective time management and allocation of resources |
| Communication
& Teamwork Skills For Processs Improvement |
The
objectives are for participants to develop abilities to improve
interpersonal and team communication skills. Students will be
able to list, discuss and demonstrate good speaking and listening.
Students will be able to plan and implement effective, productive
meetings. They will be able to clarify issues and participate
in decision-making within project teams or process improvement
teams |
| Quality
Function To Meet & Exceed Customer Expectations |
The objectives are for the participants to develop abilities to
use QFD methods in the design of company products and services.
This means understanding the customers quality expectations and
ensuring that these expectations are shared throughout every functional
area of the company. This method consists of generating a series
of detailed matrixes which start with data gathered from the "Voice
of the Customer." Once we establish what the customer needs,
or expects, then we can form an action plan of how to satisfy
these needs, if possible. Each "what" leads to a "how."
But each "how" may require a process improvement. These
nested layers of "whats" and "hows" are to
ensure every employee understands the importance of what they
do and how their job effects the top level customer needs and
expectations. |
| Thriving
In A Changing Environment |
This workshop is designed to help people understand the nature
of their fear, identify their position on the change continuum
and apply tools to move forward on that continuum. The Overcoming
Resistance To Change Workshop teaches people all the skills they
need to act as effective change agents or to face changing business
situations. |
| Customer
Service , Telephone Courtesy and Negotiating Skills |
Participants
will be able to effectively use the telephone for both customer
service and sales opportunities. They will also develop abilities
of exploring interests, and creating options for mutual gain negotiations. |
| CONTACT
US
Please
have an ACA Member contact me regarding our specific Customer
Service Training requirements.
|
The ACA Group
2120 Highland Oaks Drive
Arcadia,
CA 91006
PH: (626) 836-9261
|
| |
