Tag Archives: people

The benefits of customer service training programs

As a business owner, dealing with the complaints, queries and even compliments of your customers can be daunting. Your staff might not have the necessary skills they need to properly handle these issues, which can cause customers to become dissatisfied and even cause loss of business.

With customer service training, you can avoid these problems and deliver the perfect customer experience. If you are still unsure of how these programs can help your business succeed, read on below for just some of the benefits of customer service training.

Higher employee motivation and engagement

Providing proper training for your staff will help them to realise the impact that their role has on the organisation. This will improve their motivation and will help them to properly engage with the customers who phone in with issues.

As customer service agents are exposed to the emerging trends of the industry, they can apply these methodologies to their customer interactions and help to give your business an edge on the competition. By sending your staff on courses, you are showing them that you care about their development which will improve their motivation and their morale.

Customer service skills will improve

As with any customer service training programs, your staff will find their skills improving. This is highly beneficial to both your staff and your company because not only will your staff have better skills, but your customers will have better experiences too.

Customer service training focuses on skills such as communication, listening, problem-solving and organisational skills as well as the ability to handle working under stress. Having these skills will not only enable them to handle customer issues easily but will also help them to build up their careers from strength to strength. Having staff with strong customer service skills will boost your business too, which is a major advantage to these training programs.

Increased customer satisfaction

Any business owner knows that customer satisfaction is one of the most important aspects of running a business. If your customers are unhappy, they will look elsewhere for products and services. Providing excellent customer service is a sure-fire way to increase their satisfaction and loyalty to your brand.

If your customers know that their issues will be met with speedy and helpful replies, they will be less likely to look elsewhere for products and services. You will need to ensure that your staff adheres to what they were taught on the customer service training courses in order to reap the most benefits. You could provide each person with a manual so that they can refer back to what they were taught in case of a difficult customer complaint or query.

Improved customer loyalty

Customers have a plethora of options at their fingertips. And one of the many deciding factors when it comes to choosing a supplier or vendor is the customer service that the company delivers. You might have the most fabulous products on the market, but if your customer service is lacking, you won’t sell a lot of products.

If you rely solely on discounts and special offers, you will not have as many customers as you hoped. But if you focus on customer service, your business will grow tenfold. This is why sending your employees on a professional training program is so helpful. They will learn the basics of customer service as well as more advanced techniques of handling customers. This will help to improve customer loyalty and ultimately boost your profits.

Your brand’s image will improve

Organisations that have effective customer service have a much better brand image than those who do not. Customers want to do business with brands who take customer service seriously, and employees want to work for these brands.

Retaining talent is vital to keeping your business afloat and your consumers happy. Training your staff is a direct reflection of how important they are to you, which will impress consumers as well as make your employees happy. Having a positive brand image will also give you an edge over the competition, as you will be showing consumers that they are important to you and that making money comes secondary.

Increased profit

As a business owner, you know that increasing your profit will allow you to continue operating at the level you need to succeed. Good customer service will bring in new customers and will retain your current ones. This will lead to a marked increase in your profits.

An increase in profit will also enable you to send any new staff for customer service training so they are up to speed with all the business processes. Profit is often something that comes from unexpected places, one of which is customer service. If you provide your customers with outstanding service, your business will improve tenfold and will soon beat out the competition.

 

What qualifications to offer your staff to boost your B-BBEE scorecard

Training your staff is important, not only for your business success, but also for their own personal gain. However, many business owners offer training in order to improve their B-BBEE ratings, which can help to build a business and its reputation. You will also find that, if you are a B2B company, your relationships improve as your B-BBEE rating does.

If you are interested in offering qualifications to boost your B-BBEE scorecard, you might be finding it difficult to figure out where to even start. Below are just some of the qualifications you can offer your staff that will benefit you both.

Business administration

Administrative tasks are the bane of every business owner’s existence, so why not train your staff to undertake these tasks with accuracy and efficiency. Business administration qualifications also contribute to improving your B-BBEE scorecard, as they allow your staff to work their way towards a National Certificate in Business Administration Services: NQF Level 5.

Your employees will learn how to manage records accurately, how to communicate clearly in both written and verbal communication, how to solve problems effectively as well as gather some much-needed financial and bookkeeping knowledge. If you want help in running your business effectively, a business administration course is the best option for you.

Generic management

One of the best qualifications you can offer to boost your B-BBEE scorecard is a generic management qualification. Courses for team leaders, or for potential leaders, shows that you are serious about helping your employees develop their skills, and will help to raise your company’s B-BBee level.

In a generic management course, your employees will learn how to initiate, develop, implement and evaluate operational strategies and projects. This is highly valuable if you have several departments that need guidance on difficult projects. They will also learn how to manage projects successfully as well as how to communicate effectively. Having a manager who can deal with stress and who can understand clients’ needs is crucial to any successful business.

Contact centre support

Another course which will help to boost your B-BBEE scorecard is call centre support or contact centre support. This course will help your staff to reach a Contact Centre National Certificate at NQF Level 2, which will help them to develop the skills they need to improve their productivity and efficacy.

A contact centre support qualification will teach your staff how to deal with customers on the phone in a polite and effective manner, which can also help you to boost business. It will also teach them how to gather and enter data into reports and spreadsheets, an effective tool for your marketing team to tap into. For entry-level workers, this qualification will also improve their chances of moving up the corporate ladder.

New venture creation

Now, this might sound like a confusing qualification to give your staff but it will, in fact, improve your business as well as boost your B-BBEE scorecard. A new venture creation course will provide your staff with the ability to identify, develop and manage a new venture within your business.

The ability to think creatively and manage this new project will help your staff to understand your business better. They will be able to bring in more revenue for your business by finding new ventures and projects to invest in, and their management skills will improve too. They will also develop an understanding of basic economics within a market economy, a skill that can help them to succeed in whatever industry they choose.

Computer training

The world is becoming digital, and your employees will need to keep up with the trends. Sending your staff for computer training will not only benefit them by introducing them to new skills but will improve your B-BBEE scorecard as it is a skills development qualification.

Skills development qualifications are important to improving your rating but they also help your employees to grow and develop in your company. Computer training will teach them the basics of how to use a computer in daily life such as typing, sending and receiving emails and how to research on the internet. They will receive a qualification from the course which will help to improve their CV and which will reflect positively on you as an employer.

Skills development is key

The best way to boost your B-BBEE scorecard is to invest in skills development qualifications, such as induction training courses for team leaders and courses that improve your employees’ careers. These courses include generic management, business administration, new venture creation and even contact centre support. Whatever courses you choose to offer your staff, not only will your B-BBEE rating improve, but your business and your employees will thank you by growing tenfold and beating the competition.

 

Why office morale is so important

Office morale is something that is sometimes overlooked by managers and CEOs. While they do have important tasks to focus on, employee morale should be an important aspect of any manager’s concern. Having happy workers means that your workplace is more productive and that your company culture is positive and inclusive.

 

You can send your employees on a variety of courses, such as information technology courses, communication courses or management courses to boost morale and to show them that you value their ambition and want to build them up to new heights. If you are wondering why you need to concentrate on keeping your employees happy, outlined below are the reason why office morale is so important.

Productivity levels increase

When employees feel positive and enjoy their working environment, their production levels will naturally increase. This is because they will not have a lot of stress holding them back and they will feel comfortable in the office and among their colleagues.

 

High productivity levels are not only great for managers who are looking to achieve departmental and organizational objectives, but they are also good for improving employees’ overall happiness during the working day. It can also benefit your employees by increasing their compensation (for salespeople) and their chances of being promoted.

Absences will decrease

When your employees enjoy coming into work, you will notice that the number of absences among your staff will decrease significantly. This is because motivated employees have fewer reasons to miss work.

 

If an employee is taking part in a course, such as a diploma in information technology part time then this will not count as an absence, in fact, it is part of a motivated employee. Absenteeism in the office costs the company thousands of rands in production expenses, which is why boosting employee morale is so important. You will save yourself from incurring these costs and will be creating a stress-free working environment at the same time.

There is more attention to detail

When someone enjoys what they do, they will pay attention to the details of their day. This is beneficial to your company as it means that the work which is being produced is of the highest quality and that your clients will feel that your company is truly listening to their needs.

 

When morale is low, people generally become distracted easier and will make more mistakes than usual. This will not only affect their work but also the productivity levels and the client-company relationship. Encourage your employees by praising their work and offering them rewards for hitting targets (doughnut day, anyone?) and be sure to note anyone who is falling behind so you can ask them what they need to help them work better.

More opportunity for employee collaboration

Employees who are happy and feel supported by management are more likely to enjoy working together. This means that there is more opportunity for collaboration between teams, which can lead to fantastic project ideas for clients and tight deadlines being met.

 

High morale usually collates with greater feelings of teamwork and a shared vision. This creates positive working relationships, which leads to a more collaborative workspace. You will find that your employees are more willing and happy to work together, leading to targets being met ahead of time and client projects being finished by the deadline and with extra creativity added. This helps to boost profits as well as productivity and will show clients that your staff take their work seriously and are willing to go the extra mile.

Attract and retain talent

Having high morale in your office will help you to attract and retain young and up-and-coming talent. This is because young workers are looking for a company culture that suits their needs and provides them with a stimulating and collaborative environment.

 

Talented people will not stay long if the morale of their workplace is low. You will need to provide them with opportunities, such as sending them on information technology courses in South Africa to build their skills or by allowing them to take managerial courses to train them for future roles. Having high company morale will attract new talent and continuing this morale will retain them as loyal employees.

Put your employees first

Company morale is a vital aspect of any successful business. This is because it helps to boost productivity, decrease absenteeism, encourage attention to detail and allow for more collaboration opportunities among colleagues. As a manager or CEO, you will need to ensure that your employees are happy in their roles and satisfied with their responsibilities. You will be able to retain any new employees you get because of your positive office culture and high levels of morale. Ensure that you put your employees’ needs before your own, as this will show them that you value their input and that you have their best interests at heart.

8 things productive people do before bed

Ever wondered why some people are seemingly more ‘successful’ than you are? Well, it’s simple. They have their own daily habits that contribute to a happier, more organised routine. Productive people understand that their success is all dependant on their mental and physical well-being, which is why they always take the time to reflect and adjust their strategy each night before bedtime. In order to be just as productive as the person you admire at work, perhaps you should consider trying the following tips:

They sit back and review their day

According to Steve Jobs, everyone should always strive to do something wonderful. Hustling through life to be the better than the person next to you is a great motivator, but when you’re so focused on your career you’re likely to become obsessed which is dangerous. When you think, breathe and live your job, you forget about the finer details in life: the part where you contribute to society or your community at large. Understanding and living your purpose are the first two steps to making a difference. Before you go to bed at night, try and think about your contribution to the world and how that effort is directly aligned with your goals for a happier and healthier life. The simple act of laying down and thinking back on your day will inspire you to be better each day, which will guide you to achieving your goals and aspirations

They write down their thoughts

Often times you lay awake at night thinking for hours. If you simply took the time to write down your thoughts and emotions, you will be able to sleep better and it will allow you to analyse yourself and your actions more accurately. Many successful leaders tend to do this because they get the time to review what they did or didn’t do in the day, or how they spoke to someone in the workplace. Writing down your thoughts will help you to clear your mind and slip into a peaceful, much-needed sleep.

They read interesting books

Great leaders and influential people read before bed. More often than not they’re reading self-help and learning books to give them advice on particular areas in their lives, but either way, reading something that provides you with something to incorporate into your life is well worth the time. Reading is also an ideal way to distract your mind and work your brain in different areas.

They set priorities for the next morning

Many people can vouch that one of the first steps to a successful day is making your bed. If you feel disheartened because of your bedroom setup, buy yourself some new duvets and comforters available for sale in South Africa to keep yourself motivated and inspired.

Wake up, make your bed and go over the list of tasks you need to get done for the day. Knowing you have things to attend to the following day will make you feel more prepared and ready to tackle the new day. Every minute you spend planning in advance saves ten minutes in execution.

They spend quality time with people who matter

Whether it’s family or friends, never neglect the people who matter most because of your job or business. While life is about earning a living and being successful, success can be showcased in various ways. Never give up quality time with your family for something that could be completed the following day. There are always going to be times when you need to work overtime, but you cannot be stretching yourself beyond capacity. Life is already stressful as it is. Don’t miss out on ‘life’ because of something temporary.

They get things done

Productive people use their skills and talents to reach their full potential. Simply by planning ahead to get things done, they make it their mission to work hard and commit themselves in every department of their lives. No matter what industry you’re in, there are going to be days when you’re feeling unproductive and slower than usual, but you just need to push through and try your best.

They go on a digital detox

Something that has become extremely popular is digital detoxing. While digital plays an important role in how we operate and do business, coming home and spending time on your mobile is not the way to go. In order to rest your body, mind and soul, you need to take a step back and reevaluate your priorities. Spending plenty of time on social media is wasted time that you could be spending with your family.

They spend time outdoors or meditating

Spending time outdoors is a wonderful opportunity to clear your mind. Sometimes when you’re feeling down or stressed, going for a walk or meditating can help you turn off your thoughts for the time being. These activities are also good in moments of anger as they allow you to calm down and rethink a particular situation Taking the time to unwind will leave you feeling focused and rejuvenated.

Jobs to help the world

Everyone wants to save the world when they are younger. Inspired by heroes, both real fictional, children often dream about being everything from superheroes to firefighters. Though often these dreams fade out as people approach adulthood – for practical and other reasons, such as no one has superpowers – there do exist many people, around the world, doing incredible work to help others. So often, these are not jobs you do for wealth but the fulfillment of helping others. Let’s see what someone can do to help make the world a better place.

Médecins Sans Frontières (Doctors Without Borders)

People become doctors for various reasons, but often it’s known as a secure, well-paying job that helps others. Whether you work in a hospital or devote yourself to research, there are also a range of career opportunities that can be catered to for your particular skillset. The point is, there are many reasons why someone becomes a doctor. As Kevin MD, a doctor and writer, points out, even family can be a factor:

“There are, however, plenty of people in medical school who have a doctor in the family. Usually one parent, sometimes both. Coming from a medical dynasty can have its pluses and minuses—on one hand, these people are usually down-to-earth and diligent, as they are going into the family business and know both what to expect and what is expected of them. On the other hand, some of them act like by virtue of birthright, they are doctors already, and the actual process of medical training is just an unfortunate technicality.”

Being a doctor by itself already denotes helping others and making the world a better place. But you can also take this further. The most famous and popular version of this is with Médecins Sans Frontières, a non-profit which aims to deliver healthcare around the world to those who need it. They are often in war-torn, conflict zones, in the areas of the worst poverty, risking their own lives to help others. It is often a messy and thankless job, with doctors rarely reaching the headlines for their work. But they don’t do it for fame.

Though each act might be small in comparison to the world, they mean a great deal to the individual lives that get saved. They were recently operating in Syria and Nigeria, fighting for women and refugees around the world.

Human Rights

Lawyers are often portrayed as sleazy, money-grabbing snake oil salespeople, more focused on defending big corporations than the underdog. But this would be a false story, since there are many who fight every day on human rights issues. For example, Human Rights Watch is dedicated to combatting all forms of discrimination and criminal activity across the world, ranging from human trafficking to war crimes. Tackling everything from freedom of the press to the death penalty, this requires a passionate battle of laws and legal issues across countries.

Lawyers do everything from campaign for individuals to tackling entire governments. As Quartz details a report by HRW, which goes into very fine detail about issues in China – showing they go all over the world, regardless of country.

“The report, published today (Dec. 6), is the first to contain first-hand interviews with detainees. HRW interviewed 21 people, including former shuanggui detainees, their family members, and lawyers who had represented them. All of them, except for a former procurator, said that shuanggui detainees are subjected to torture. Shuanggui, or ‘double designated,’ refers to the notice informing party members to appear at a designated place at a designated time for questioning. It dates back to 1990 and has no basis in Chinese law.”

Another group that does similar work is Lawyers without Borders. This is a charitable, non-profit,  organization that uses pro bono work of “lawyers from around the world into volunteer service in global rule of law, capacity building and access to justice initiatives.” Their goal is “to develop, manage and support… initiatives in the human rights and global capacity building sectors, leveraging pro bono hours and in-kind support to keep program costs at a minimum.”

They offer opportunities for law students and those that recently graduated. The work is international, even in places Myanmar. For example, “Ed Turner, has been involved in pro bono law reform work in Myanmar where a major effort is in process to rewrite the many laws largely ignored by the prior military government. Some of these laws date back more than 60 years to the British colonial period.”

This shows there are already a range of organisations people can join to improve their lives and others. Though the work is hard, it is rewarding and helps the lives of millions of people every day. It is possible to make a change in the world, even if you are not winning Nobel Peace Prizes, since the goal isn’t to win awards or become rich, but help others. This still requires hard work like anything else and shows there are paths to accomplish it.