Facilitation

Brenda’s experience in business strategy provides the framework for various strategic processes offered. In each initiative, individuals or groups develop their own information which is captured in a one-page template developed by Brenda.

PERSONAL STRATEGY

Using the building and allocation of available resources as a basis, personal strategy is developed for individuals. They are assisted with the implementation.

NETWORKING TACTICS

This one-day workshop is based on Brenda's first book, 'Networking Tactics; A guide to achieving success through personal networking’ (The second, revised edition was published in October 2008). Where do you want to be in three years and how can networking help you to achieve your vision? A personal plan is developed for each participant. Training is provided in networking skills and building stronger personal/business networks.

TIMES ARE TOUGH: BE THE SOLUTION

During ‘tough times’ we have to find new ways of meeting existing challenges. At the same time we need to recognise and optimise opportunities for growth. Building on our past successes and experience we should utilise what we are good at, our passions and in most cases, the ability to generate income. If we balance these, there is more chance of greater success.

Use this effective 11-stage approach to developing personal strategy.

SUSTAINABLE CUSTOMER SERVICE STRATEGY

How do you develop, implement and maintain a sustainable customer service strategy? Brenda Eckstein and Leon Grové combine their talents and experience to present an action-packed half-day workshop which provides relevant information and ‘know how’ on building sustainable customer service strategy. Participate effectively in this four-hour training session and you will achieve even greater success through improving your skills. You’ll get better results from your integrated service programme.

OVERVIEW
This workshop will covers the basics of integrating the following:

• Integrating your customer service strategy with your overall business strategy.
• Achieving positive results through implementing sustainable customer service strategy.
• Identifying your internal and external customers.
• Communicating effectively between internal and external customers.
• Customising offerings to suit client needs.
• Implementing activities to “WOW” clients.
• Building long term relationships with clients.
• Putting customer service at the heart of each employee’s role.
• Recognising staff who go the extra mile.
• Having a system for managing customer relations professionally.
• Actively seeking client feedback through regular surveys.
• Empowering staff to solve client queries.
• Implementing customer complaints procedures.
• Ensuring the confidentially of client databases.
• Clearly defining your customer service promise.
• Adopting a philosophy of continuous improvement.
• Aligning all business plans and internal processes towards excellent customer service.
• Aligning strategic outcomes to customer service delivery.

This workshop also forms part of a larger strategic initiative whereby a sustainable strategic programme is developed and ‘rolled out’ in large or small organisations.