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Customer service and relationship
- 1. Your role and what it involves
- 2. Your communication style
- 3. Your behavioural style and personality type
- 4. Your motivation and motivators
- 5. Your strengths and development areas
- 6. Stepping into the customer's shoes
- 7. Identifying customer communication style
- 8. Identifying customer behavioural style
- 9. Identifying customer personality type
- 10. Identifying customer needs
- 11. Understanding your product and service offer
- 12. Planning and preparing for communication
- 13. Managing objections and indecisive customers
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Management and team leadership
- 1. Your role and what in involves
- 2. Your communication style
- 3. Your behavioural style and personality type
- 4. Your management and team leadership style
- 5. Your motivation and motivators
- 6. Your strengths and development areas
- 7. Stepping into the team's shoes
- 8. Identifying team member communication style
- 9. Identifying team member behavioural style
- 10. Identifying team member personality type
- 11. Identifying team member needs
- 12. Analysing and interpreting information
- 13. Planning and goal setting
- 14. Creating a team approach
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- 19. Running effective team meetings
- 20. Designing personal development plans
- 21. Designing development interventions
- 22. Coaching skills
- 23. Adapting to team member style and type
- 24. Adapting your team leadership style
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