Archive for ‘staff training’

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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November 17, 2013

Role Specific Learning – what’s your experience of it.

by newchapterlearning

As technology develops and time for learning within business hours becomes more challenging, more and more businesses are relying on individuals taking responsibility for their learning. What support and direction are individuals getting to help guide them in the types of learning that will be suitable for their roles?role specific learning

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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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September 29, 2013

e-Learning or e-Information – what’s the difference?

by newchapterlearning

e-learning or e-information?

How do you decide whether something you’re reading online could be categorised as simply e-information rather than e-learning and what is the difference?

With the rise of the online platform on which to access information, some knowledge transfer, that may have traditionally taken place face to face or by Distance Learning in a workbook format, suddenly became accessible in an online medium instead.  This platform, because of it’s ease of accessibility, suddenly saw a huge rise in its’ use for learning interventions. Businesses started transferring some of its’ course content online and calling it e-learning. How many of the training practitioners or e-learning companies, had first up-skilled themselves with the skills to develop e-learning as opposed to simply providing information in an online format?

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September 23, 2013

What is e-Learning and what is it not?

by newchapterlearning

elearning1

So what is e-learning? Well the dictionary definition says that e-learning, or ‘electronic’ learning, can be defined as ‘learning that is delivered, enabled or mediated using electronic technology for the explicit purpose of training, learning or development in organisations’.

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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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