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Business Seminars

 

How To Handle

Customer Complaints

 

1 Day Seminar | Thursday, 26th of June 2014

 

Who to Attend?

This course is aimed at helping managers, supervisors and staff who deal with customers in all sectors of business, to develop their skills in handling customer complaints.No specific prior knowledge required. Participants will gain most benefit if they possess some business experience in dealing with customers.

 

Methods

The aim will be to create a participative and stimulating learning environment that will retain the interest and motivation of participants throughout the seminar. Methods will include presentations and discussions, a video case study, and individual and group activities.

 

Training Materials Available

Each participant receives a folder with copies of all slides used in presentations, plus copies of activity sheets. The learning process will be enhanced through the use of videos and activity materials, and the provision of references for future study. The training course will be conducted in English.

 

Evaluation and Plan

A review and evaluation of the training course will be conducted at the end.   Participants will be asked to prepare a plan for implementing in their jobs key learning points from the training course.   In the evaluation of training, emphasis will be placed on the extent to which learning can be transferred to the jobs of participants.

 

Location

Conference room in M.K.C. City College, Larnaca 24818571

 

Certificate, Fees and Approval by Human Resource Development Authority of Cyprus

189 Euros + VAT

Including College and Professional Certificate of Attendance.     

 

Programme Leader

The programme leader is Gordon C Anderson, who is a UK leading expert on human resource management, management skills and customer service.  He has conducted many seminars, including different aspects of customer service skills, in a number of countries, including Cyprus. He has gained considerable first-hand experience of human resource, management and customer service issues in Cyprus, and his clients include some leading Cypriot companies.

 

Objectives

By the end of the programme those who attend should be able to:

  • Appreciate the importance of dealing quickly and effectively with customer complaints
  • Analyze the key steps in dealing with a customer complaint
  • Understand the psychology of the complaining customer
  • Develop skills in analyzing customer complaints
  • Appreciate the need to remain calm and professional in dealing with customer complaints
  • Handle difficult customers effectively.
  • Develop skills in handling customer complaints, and in creating service recovery, by converting unhappy customers into satisfied customers.

 

How to Handle

Customer Complaints

1 Day Seminar | Thursday, 26th of June 2014

 

TIMES

 

TRAINING HOURS

 

TOPICS

8.30 – 8.45

0.25

Introduction & Course Objectives

8.45 – 10.30

1.75

The Significance & Importance of Customer Complaints

  • Only monopolists can afford to ignore customer complaints
  • Understanding the increasing importance of customer service
  • ‘A complaint is a gift’ – appreciating the value of complaints
  • Group activity: Identifying causes of complaints, how participants have felt about expressing complaints, and assessing the results and outcomes
  • Review of group activity

 

10.30 – 10.45

 

Break

10.45 – 12.45

2.00

The Steps in Handling Complaints

  • Identifying the essential steps in handling customer complaints
  • Analyzing each step
  • Reviewing the skills required for handling each of the essential steps
  • Role-Playing activity: Participants illustrate the skills required in handling complaints
  • Review of role-playing exercise
  • Findings / issues emerging from the role-playing exercise

 

12.45 -13.45

 

Lunch

13.45 – 15.15

1.50

Analyzing Customer Complaints

  • Recognizing the importance of careful, objective and fair analysis of complaints
  • Group activity: Analyzing customer complaints and recommending solutions
  • Review of findings of group activity

 

15.15 – 15.30

 

Break

15.30 – 16.45

1.25

Procedures for Customer Complaints

  • The need for clear procedures in handling customer complaints
  • Using customer complaints as a management tool

 

16.45 – 17.00

0.25

The Way Ahead

  • Participants are encouraged to identify the main points that they have learned about handling customer complaints, and to develop action plans, for applying them in their jobs

 

TOTAL

7 HOURS

 

 


1 Day Seminar | Thursday, 26th of June 2014

You can download the registration form here:

SEMINAR_How_To_Handle_Customer_Complaints_26_THURSDAY_JUNE_2014_v1.pdf

 

CONFIRMATION OF RESERVATIONS: To confirm reservations, please call or email this form to M.K.C. City College, Larnaca

Fax: 24-818572 or e-mail ccharalambous@citycollege.ac.cy together with commitment fee of 50 Euros per delegate.              Cheques should be payable to: G.C. Anderson Consulting Ltd and sent to:

M.K.C. City College, 25 Arch. Makariou 111 Avenue, 6017 LARNACA, PO Box 40646,                       Telephone 24818571

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Coaching and

Mentoring Skills

1 Day Seminar | Friday, 27th of June 2014

 

Who to Attend?

This course is aimed at managers and supervisors of all disciplines, and staff who are involved now, or in the future, in business situations that require the application of coaching and mentoring skills.

 

Methods

The aim will be to create a participative and stimulating learning environment that will retain the interest and motivation of participants throughout the seminar. Methods will include presentations and discussions, a video case study, and individual and group activities.

 

Training Materials Available

Each participant receives a folder with copies of all slides used in presentations, plus copies of activity sheets. The learning process will be enhanced through the use of videos and activity materials, and the provision of references for future study. The training course will be conducted in English.

 

Evaluation and Plan

A review and evaluation of the training course will be conducted at the end.   Participants will be asked to prepare a plan for implementing in their jobs key learning points from the training course.   In the evaluation of training, emphasis will be placed on the extent to which learning can be transferred to the jobs of participants.

 

Location

Conference room in M.K.C. City College, Larnaca 24818571

 

Certificate, Fees and Approval by Human Resource Development Authority of Cyprus

147 Euros + VAT

Including College and Professional Certificate of Attendance.     

 

Programme Leader

The programme leader is Gordon C Anderson, who is a UK leading expert on human resource management, management skills and customer service.  He has conducted many seminars, including different aspects of customer service skills, in a number of countries, including Cyprus. He has gained considerable first-hand experience of human resource, management and customer service issues in Cyprus, and his clients include some leading Cypriot companies.

 

Objectives

By the end of the programme those who attend should be able to:

  • Define the concepts of coaching and mentoring.
  • Appreciate the importance of coaching and mentoring, and their benefits.
  • Analyze the key elements of the coaching process.
  • Identify the similarities and differences between coaching & mentoring.
  • Understand how to design and implement a mentoring system.
  • Assess their learning style preferences.
  • Evaluate and develop their coaching skills.
  • Review the role of coaching as a training option.

 

Coaching and

Mentoring Skills

1 Day Seminar | Friday, 27th of June 2014

 

TIMES

TRAINING   

   HOURS

TOPICS

8.30 – 9.00

0.50

Introduction & Course Objectives; Defining Coaching & the Role of Coaching

  • Are you failing to utilize the company’s most valuable resource?
  • What is coaching? Defining the concept.
  • Coaching as an investment in human resources.

 

9.00 – 10.30

1.50

Coaching in Action

  • Analyzing the coaching process – key elements
  • Steps for effective coaching and identifying the benefits of coaching
  • Video case study – ‘Coaching for Results’
  • Group activity: Analysis of issues emerging from the video case study, and identification of key coaching skills

 

10.30 – 10.45

 

Break

10.45 – 12.45

2.00

Review of Video Case Study

  • Review of the findings of the group activities, in analyzing issues emerging from the video case study, and identification of key coaching skills

Mentoring

  • The similarities and the differences between coaching & mentoring.
  • The contribution of mentoring
  • Mentoring case study: Group activity – Analysis of issues in setting up and introducing a mentoring programme for staff
  • Review of group activity
  • The skills of the mentor

 

12.45 -13.45

 

Lunch

13.45 – 15.15

1.50

The Learning Cycle

  • Analyzing learning styles – self-assessment, individual activity
  • Review of results of the analysis of learning style preferences of individual participants
  • Assessment of  the importance of learning styles in coaching staff

 

15.15 – 15.30

 

Break

15.30 – 16.45

1.25

Coaching in Context

  • Factors influencing the use of coaching as a training option
  • Individual self-scoring instrument
  • Review of results of individual self-scoring activity

The Qualities of the Effective Coach

  • Do you possess the characteristics of the good coach?
  • Practical coaching skills – role plays of specific coaching skills

 

16.45 – 17.00

0.25

The Way Ahead

  • Participants are encouraged to identify the main points that they have learned about coaching and mentoring, and to develop action plans, for applying them in their jobs

 

TOTAL

7 HOURS

 

 

 

 You can download the registration form here:

SEMINAR_Coaching_And_Mentoring_Skills_27_FRIDAY_JUNE_2014_v1.pdf


CONFIRMATION OF RESERVATIONS: To confirm reservations, please call or email this form to M.K.C. City College, Larnaca

Fax: 24-818572 or e-mail ccharalambous@citycollege.ac.cy together with commitment fee of 50 Euros per delegate.              Cheques should be payable to: G.C. Anderson Consulting Ltd and sent to:

M.K.C. City College, 25 Arch. Makariou 111 Avenue, 6017 LARNACA, PO Box 40646,                       Telephone 24818571




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  • “Developing Mystery Shopping as an Innovative HR &Customer Service Tool,to Improve Productivity in Tourism”     

 

Διοργανώνεται διήμερο εκπαιδευτικό σεμινάριο με θέμα «Developing Mystery Shopping as an Innovative HR & Customer Service Tool, to Improve Productivity in Tourism»


Σε ένα άκρως ανταγωνιστικό κλάδο, όλοι οι οργανισμοί τουρισμού απαιτούν ακριβείς και αντικειμενικές πληροφορίεςσχετικά με τις εμπειρίες του πελάτη, έτσι ώστε να μπορούν να αξιολογούν το βαθμό στον οποίο πληρούν τις ανάγκες των πελατών.

Δεδομένου ότι οι τουριστικές επιχειρήσεις εξαρτόνται από την ποιότητα και την αποτελεσματικότητα του ανθρώπινου δυναμικού τους, χρειάζονται μέθοδοι οι οποίοι θα βοηθήσουν  την κατάρτιση του προσωπικού και τις ανάγκεςανάπτυξης τους.

Το σεμινάριο εστιάζεται στο πώς το Mystery Shopping μπορεί να χρησιμοποιηθεί με καινοτόμους τρόπους για την επίτευξη των στόχων αυτών τόσο για τις τουριστικές επιχειρήσεις - να παρέχει ακριβή και αντικειμενική πληροφόρηση σχετικά με τα επίπεδα ικανοποίησης των πελατών και να προσδιορίσει τις ειδικές ανάγκες κατάρτισης του προσωπικού.

Ομιλητής του σεμιναρίου είναι ο κ. Gordon C Anderson (Managing Director of G.C. Anderson Consulting).

Επισυνάπτεται σχετική ανακοίνωση.



Για περισσότερες πληροφορίες παρακαλούμε επικοινωνήστε στα πιο κάτω στοιχεία.

.....................................................................................................................................

A two-day training seminar on «Developing Mystery Shopping as an Innovative HR & Customer Service Tool, to Improve Productivity in Tourism» is organized.


In a highly competitive industry, such as tourism, all companies require accurate and objective information about the customer experience so they can assess the extent to which they meet customer needs and achieve customer satisfaction.

Companies in the tourism field depend strongly on the quality of staff. Mystery Shopping is a valuable tool in identifying individual and team training needs.

 

 The seminar focuses on how Mystery Shopping can be used in innovative ways to achieve these goals.

 

Speaker of the seminar is Mr. Gordon C Anderson (Managing Director of GC Anderson Consulting).


  • “Developing the Flexibility and Employability of staff”

  

  • ·“How to Reward and Motivate Staff”

 

 

In any business, constant hard work and keeping up with high company profiles, highly motivated staff and competition, has created the need for our college to frequently organize training courses/seminars to help develop ability for high performance.

 

MKC City College in co- operation with Professor Gordon C. Anderson, our program leader, who is a UK leading expert on human resource management, can provide in-house, on the spot training, programs prepared for your individual company needs.

 

Professor Gordon C. Anderson

Professor Gordon experience includes 14 years of pastoral leadership and 28 years as a college professor and administrator. Today he is the managing director of G.C. Anderson Consulting.  His consulting and his training experience were gained in the U.K, the Middle East, South East Asia and Cyprus. He has consulted many companies some of which include: Ideal Grafico, Electricity board of Cyprus, Cyprus Institute of Neurology and Genetics, Laiki, Gan Direct, Lanitis Developers, Eurofreight.

Author of 4 books and 30 articles on HR management.

 

G. C. Anderson Ltd  collaborates with the Employers & Industrialists Federation in Cyprus from 1996.

Friendly collaboration, with City College, Larnaca exists for around 10 years. Corporate training courses, especially in company training, academic programs, academic development, are frequently scheduled acting as advisor to Costas Charalambous Director of City College, including collaboration with overseas universities.

  

  

 LANGUAGE: Courses are in English. A Greek translator will be available.

 

Upon completion of the training courses all attendants will receive a participation certificate from MKC CITY College.

 

 

 

 

 

For information on this course please contact College main Reception 24 818571.

 

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MKC City College Larnaca PO Box 40830, Larnaka 6308, CYPRUS
Email: info@citycollege.ac.cy
Tel.: (00357) 24818571