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Airlink Express

enJoy The Journey

Montego Bay, Jamaica, W.I.
876-381-3157
Ends in 2108 days 11 hours 26 minutes
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Description

COMPANY TRAINING PROPOSAL

DESCRIPTION  This highly interactive training workshops provide a toolbox of skills for effectively and efficiently handling all types of customer interactions, including essential communication skills and blocks for building a winning team. Participants will learn customer service skills to help improve their performance and present a professional, knowledgeable image that reflects well on your company. At the program's conclusion, you should be able to:  

  • Describe exceptional customer service.
  • Identify the benefits of great customer service.
  • Create a positive impression
  • Recognize barriers to the delivery of outstanding customer service.
  • Develop and maintain customer service standards
  • Describe techniques for dealing with angry or upset customers.
  • Develop a personal action plan to improve customer-service skills.
  • Communicate effectively with customers across the board.
  • Work harmoniously with colleagues towards achieving the company’s goal.

 EFFECTIVE CUSTOMER SERVICE

Customer service is seen by many organizations as a key element of their success strategy. Differentiating on customer service is a major asset in a competitive environment. Good customer service secures repeat business.

COURSE OUTLINE 

Customer Service Excellence – How to Deliver Exceptional Customer Service 

  • Focus on Customer Service Success
  • Benefits of Great Customer Service
  • Essence of Customer Service
  • Skills for Customer Service
  • Components of Service
  • Development and Maintenance of Service Standards in your Organization

Dealing with Difficult Customers 

  • Recognize and Respond Effectively to Specific Customer Behaviours
  • Understand the Physiology of Anger
  • Listen to an Angry Customer So That They Calm Down
  • Turn an Angry Customer into a Happy Repeat Customer
  • Remain Calm During Interactions with Angry Customers

 ESSENTIAL COMMUNICATION SKILLS

The ability to communicate effectively with superiors, colleagues, and staff is essential, no matter what industry you work in. Workers in the digital age must know how to effectively convey and receive messages in person as well as via phone, email, and social media. 

COURSE OUTLINE 

Communicating with Internal and External Customers  Effective Communication & Listening Skills   Barriers to Effective Communication  Essential Telephone Skills  Handling the Business Call  Written Communication

Effective Communication Skills Tools of the Trade:

  • Vocabulary, Telephone, and E-mail
  • Appreciate the Power of Words
  • Avoid Creating Negative Impressions with Words
  • Use Persuasive Language Patterns
  • Stand Out on the Telephone
  • Write an E-mail effectively that Customers Will Read and Understand
  • Company Standard Greeting

BUILDING A WINNING TEAM

In a team-oriented environment, you contribute to the overall success of the organization. Your business will soar and the motivated people will “own” and be responsible for their work processes and results. 

COURSE OUTLINE 

  • Building a Winning Team
  • Techniques for Building a Better Team
  • Style and Role of Team Lead
  • Understanding Team Members and Team Dynamics
  • Problem Solve
  • Sharpen Team Goal-setting, Motivation & Output Performance
  • Team Building and Teamwork Activities

 LENGTH OF TRAINING

  • 12 hours of instructor-led training, delivered over 2 days (ideally)

ENROLMENT

  • Minimum 20 employees to a maximum of 35 per group

Note: client would be responsible for coffee break/s and lunch

TRAINING SITE 

  • Class may be held at company site or at a booked venue

PROFESSIONAL DEVELOPMENT TRAINING

  • PROFILE OF JOY CLARK

With over 28 years of sales and sales management experience under her belt, Joy Clark has mastered the art and science of 3 key strategic areas; business and market development; service experience and delivery and client retention; knowledge she is now leveraging as Founder and CEO of Enjoy the Journey; a company focused on delivering customized corporate training programmes in customer service, sales team-building and sales retention. 

Under the Enjoy the Journey banner, Joy also does motivational speaking on varied issues, including change management, as well as motivational events, publications and media. Enjoy the Journey boasts an outreach arm centred on motivating at-risk youths and change management preparation for women in career transition.

Joy is a well-established professional with an entrenched brand in corporate circles, aligned to service excellence. During her 13 plus-year tenure at Digicel, she was recognized for her results-oriented focus, unquestionable integrity, and proficient work ethic, and received four promotions over a 7-year period. She departed the telecom giant in great stead in May 2017 as its Head of Sales for Western and Central Jamaica.

Prior to applying her phenomenal track record, in contributing to Digicel’s entrenchment in the Region she served, Joy recorded significant successes in several industries - the first being life insurance, with a 5-year tenure at Mutual Life. Her expert salesmanship was quickly evidenced, securing her membership to the Million Dollar Round Table (MDRT) after only seven (7) months in the business. Subsequently, outstanding performances and the corresponding awards and accolades were also achieved within the bottled beverage industry at Red Stripe and in telecommunications at Cable & Wireless. 

Her solid achievements in the corporate space, were bolstered by her educational exposure at Digicel University where she completed an EMBA in Telecommunication and the University College of the Caribbean (UCC) where she pursued a Bachelor of Science Degree in Business Administration. Joy also possesses Sales and Marketing Management Certification from the University of New Orleans, Certification in Credit Policy and Collection Techniques from the Institute of Management Production (IMP) and is a graduate of Duff’s Business College, where she was adjudged valedictorian and most outstanding female student. 

A staunch proponent of philanthropy, Joy continues to serve as Vice Chairman of the Digicel Foundation, upon insistence of the company, overseeing myriad community development projects throughout Jamaica and is a Director of the Montego Bay Chamber of Commerce and Industry.

Contact  Joy Clark Founder & CEO enJoy the Journey Phone: 876-381-3157 Email: enjoythejourney@gmail.com

Joy Clark

Montego Bay, Jamaica, W.I.
876-381-3157

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