Seminars

Customer Service Academy of Jamaica can offer seminars/workshops in a large number of areas:

  • Customer Service: Getting Back to Basics
  • Best Practices in Customer Service
  • Projecting Professionalism on the Phone
  • Attitude and its Effects on Service
  • The Lifetime Value of the Customer
  • Achieving Success Through Service
  • How to Deliver Drop-dead Service
  • Train-the-Trainer
  • Team Building
  • Human Resource Management
  • Managing the Service Encounter
  • People Management
  • Principles of Customer Service Management
  • Creating Employee Value
  • Communication Skills
  • Presentation Skills
  • Effective Supervision
  • Change Management
  • Strategic Planning
  • Performance Appraisals
  • Organizational Behaviour
  • Strategies for Creating a Service Culture
  • Stress Management
  • The Manager's Role in Customer Service Leadership
  • Trainer Development
  • Strategies for Developing and Maintaining a Student-First Culture in Tertiary Institutions
  • The Power of a Positive Attitude
  • Projecting a Professional Image
  • Quality Assurance
  • Employee Motivation
  • Managing Customer Relationships
  • Knowing Your Customer
  • Delivering Legendary Service
  • Best Practices in Human Resources
  • Customer Loyalty
  • Supervising the Service Encounter
  • Accounting for Non-Financial Managers
  • Managing Teams
  • The Service Professional
  • Time Management
  • Developing a Reward and Recognition Program That Works
  • Mastering the Art of Listening
  • Profit through Service Excellence
  • How to become a World-Class Individual
  • Coaching for High Performance
  • The Telephone Professional
  • Pathways to Legendary Customer Care

 

LEADERSHIP DEVELOPMENT

 

 

¨         The Art of Leadership

¨         How to Develop Service Standards

¨         Leadership and Change Management

¨         Leadership Strategies for Effective Team Building

¨         Minimizing Stress

¨         Leading Teams

¨         Solutions for Enhanced Leadership Skills

¨         Leadership - Inspiring Commitment

¨         Partnerships - Creating Synergy

¨         Trust: Strengthening the Foundation

 ¨         Developing, Motivating and Retaining Talent


 

MANAGEMENT DEVELOPMENT

 

¨         What Great Managers Do

¨         The Management of People

¨         The Thirteen Principles for Managing People

¨         Managing Time

¨         Change Management

¨         Core Leadership Skills for Building Commitment

¨         The New Supervisor

¨         The Keys to Supervisory Effectiveness

¨         Coaching: Developing High Performance

¨         Facilitating Improved Performance

¨         Fundamentals of the Performance Appraisal Process

¨         Developing a Reward and Recognition Program for Your Organization

¨        The Management of People - Guidelines for becoming a world-class  leader

¨         Building Customer Loyalty

¨         Optimizing Team Performance

¨         Performance Planning: Setting Expectations

¨         Helping Others Adapt to Change

¨         Train-the-Trainer

¨         Understanding Change

¨         Conflict Management

¨         Performance Management

¨         Communication Skills for Managers

¨         Stress Management

¨         Effective Teamwork

 ¨         Strategic Management and Measurement


 

WORKFORCE DEVELOPMENT


 

    

¨        Crafting a World-Class Professional Image... How to Become Brilliant on the  Basics

¨         Building Winning Relationships at Work

¨         Improving Personal Productivity

¨         Taking Care of Your Personal Development

¨         Strategies for Delivering Your Personal Best

¨         Marketing Yourself Visually

¨         How to Overcome Resistance to Change

¨         Building Trust

¨         Taking Action to Solve Problems

¨         Feedback Fundamentals

¨         Guiding the Development of Others

¨         Supporting Others

¨         Partnerships for Improvement

¨         Increasing Performance and Personal Effectiveness

¨         Training Others

¨         Developing the Corporate Image

¨         Your Professional Image

¨         Human Resource Management and Organizational Success

o   Module 1: Introduction to Human Resource Management

o   Module 2: Strategic Human Resource Management

o   Module 3: Human Capital Management

o   Module 4: Human Resource Planning

o   Module 5: Recruitment and Selection

o   Module 6: Talent Management

o  Module 7: The Employment Relationship and the Psychological  Contract

o  Module 8: Hiring Great Employees- HR Best Practices in Staffing

o  Module 9: Keeping Great Employees- HR Best Practices in Retention

o   Module 10: Training and Development

o   Module 11: Performance Management

o   Module 12: Competency-Based HRM

o   Module 13: Reward Management

 


                          

CUSTOMER SERVICE

 

¨         Understanding Customer Service

¨         Customer Service Basics

¨         Service and the Professional

¨         Strategies for Creating Customer Intimacy

¨         Twelve Top Tips for Delivering World-Class Service

¨         Best Practices in Customer Service: Learning from the Best

¨         Achieving Increased Sales Through Service

¨         Pathways to Legendary Customer Care

¨         Fundamentals of Quality Customer Care

¨         The Principles of Quality Customer Service

¨         Achieving Success through Service Excellence

¨         The Manager's Role in Service Quality Leadership

¨         Beyond Excellence...Exceeding Customer Expectations

¨         Creating a Customer-Focused Environment

¨         Managing the Service Function

¨         How to Develop a Quality Advantage Program for Your Organization

¨         Supporting Service Excellence

¨         Mastering the Art of Listening (How to

¨         Become an Equal Opportunity Listener)

¨         Total Quality Focus

¨         Mastering the Art of Problem-Solving

 

  Click here to download the "Guide to CSAJ's Programs!!

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