Archive for ‘Leadership Development’

January 13, 2014

Customer Service – whose job is it in your business?

by newchapterlearning

When asking people to consider the question of responsibility around delivering customer service, it can be all too easy to see the delivery of customer service to be the remit of only those staff who have direct contact with customers. This is a very simplistic view of what customer service is all about.

A traditional clock serves the purpose of telling the time. However, the only element of the clock to do this is the face of the clock itself. How effective would the clock be if the cogs that turned the hands were broken, or the battery was dead?

It’s the same with customer service. The members of staff who face into the customer directly have a key role to play in the delivery of great service. They are the face of their business. However, without efficient processes and people to support those same staff in delivering to the customers needs and to support the efficient working of that business, then the overall customer service would very soon be degraded.

If you’re not already in a direct customer facing role ask yourself this question – “how do I deliver customer service?”

And I’m sure you’ll find you’re one of those all important cogs making sure your business is telling the right time!

New Chapter Learning help people who Plan, Design and Deliver all types of training with a specialism in Customer Service.

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October 5, 2013

Taking your learning mobile

by newchapterlearning

mobile learning

How big a leap is it to take your learning mobile?

I was lucky enough to be at The World of Learning Conference in Birmingham this week. It was a great opportunity to look at the next step in learning evolution, the world of mobile learning.

If you’ve read any of my previous blogs on learning, you’ll know that I have a real passion for ensuring that learning sticks and that training messages are born out of the classroom with embedding activities being built into every learning program.

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August 10, 2013

Customer Service – that’s not my job!

by newchapterlearning

apathy

Whose job is it to deliver customer service exactly?

When asking people to consider the question of responsibility around delivering customer service, it can be all too easy to see the delivery of customer service to be the remit of only those staff who have direct contact with customers. This is a very simplistic view of what customer service is all about.

A traditional clock serves the purpose of telling the time. However, the only element of the clock to do this is the face of the clock itself. How effective would the clock be if the cogs that turned the hands were broken, or the battery was dead?

It’s the same with customer service. The members of staff who face into the customer directly have a key role to play in the delivery of great service. They are the face of their business. However, without efficient processes and people to support those same staff in delivering to the customers needs and to support the efficient working of that business, then the overall customer service would very soon be degraded.

If you’re not already in a direct customer facing role ask yourself this question – how do I deliver customer service?

And I’m sure you’ll find you’re one of those all important cogs making sure your business is telling the right time!

New Chapter Learning – Giving Your Customers a Reason to Love You.

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August 5, 2013

InsideOut Leadership Development Program – Bringing Learning and Outdoor Activities Together

by newchapterlearning
Taking the learning InsideOut

Taking the learning InsideOut

BOOK NOW for InsideOut Leadership Development Program – Starting on 25th September – Moor House Adventure Centre Durham

Are you a manager who wants to be a leader? 

Do you want to lead your team and help it grow? 

Does the prospect of learning simple to understand and practical steps to become that leader sound interesting? 

Do you want to learn in a great environment and put your learning into immediate practice within an outdoor setting?

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July 27, 2013

What’s your internal Customer Service like?

by newchapterlearning

your-people-bannerHow good is the Customer Service you give to your internal customers .i.e. your colleagues?

We know that some businesses have a key focus on their Customer Service, but this focus is very much targeted at external customers. How much better would staff relations and productivity be if businesses applied the same thinking to their internal customers?

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July 23, 2013

InsideOut Leadership Development

by newchapterlearning

classroom

Leadership skills that make a difference.

Are you a leader who wants to inspire their team? Do you want to have motivated staff with a mix of key skills? Do you want to encourage team members to lead themselves and their team towards a common goal? And do you want to understand what an ideal team looks like?

The InsideOut Leadership Development Programme will support you with all of these. The Programme is designed to give you a kick start to understanding how to build an even more successful team. It very much focusses on the role you as an individual play in that team building process. It mixes face to face theoretical learning with outdoor practical activities and gives you an immediate opportunity to put your learning into practice within a fun environment.

Taking the learning forward

New Chapter Learning are very passionate about bringing learning to life outside of the ‘classroom’. Unlike some Leadership Programmes they have built in embedding activities for you to take away and work on with your team. They want to be certain that your learning is built on from your initial face to face course and goes on to make a real difference to your team too.

How to make your training make a difference to your team

They do this by including a variety of ‘buzz’ sessions in the Programme. These buzz sessions have been designed to be easily integrated within a team meeting or alternatively as standalone sessions. Whichever way you choose to use them, they will definitely bring the learning to life in your business and ensure that the InsideOut Leadership Development Programme goes on to impact your whole team in a positive way.

More besides…

It doesn’t stop there. They continue to give you ongoing support for the next three months too. With extra motivational contacts, new monthly buzz sessions and the opportunity to join the exclusive InsideOut Learning Community on Facebook. You get the opportunity to share your experiences and successes with other Leaders who’ve benefited from this Programme too.

What’s covered in the Programme?

The Programme focuses on four specific topics:-

  1. Your role in your team
  2. Celebrating success
  3. Sharing skills
  4. Moving forward together

What previous delegates have said

The feedback and evaluation results from the Programme have been exceptional. Here’s what some previous delegates had to say:-

“An excellent course”

“Engaging, thought provoking and challenging”

“Enjoyable and fun and linked to learning”

“Impactful, Fun and Challenging”

What results have been seen

Evaluation results showed an overall uplift in knowledge of 48.9%.

How do I find out more?

Full details of the course can be found on our website: http://www.newchapterlearning.co.uk/courses-insideout.html

When’s the next Course Date and Where?

The next course starts on Wednesday 25th September. You can find full details and book onto the course via Eventbrite. If you’d like to see the first course day in action, why not have a look at our Youtube video and see what your first day on the Programme might involve and see and hear previous delegate testimonials.

 

July 16, 2013

New Product Launch – Customer Journey MOT for SME’s

by Nicola Burt-Skinner

30% discount for North East Businesses until 31st Dec 2013 – Give your customers a reason to love you.

When was the last time you checked that you make it easy for your customers to do business with you?

Do your people create experiences that make your customers come back time and again?

If these questions have you thinking then sign up for our Customer Journey MOT.

To mark the launch of this new service we will work with you and provide a mid-level report and recommendation. You just need to have customers and be an SME in the North East to qualify for a 30% discount off the normal price of £750 ex vat which gets you :-

1. 7 hours of consultancy time in your business.
2. Analysis of your customer service processes
3. Mystery shopping report of customer journey experience
4. Report and recommendation of where and what changes will improve the Customer Journey

Contact us today to reserve your Customer Journey MOT

New Chapter Learning