Services

Our Products / Services

• Employee and customer surveys and assessments
• Management leadership and coaching
• Culture change management to develop employee and customer satisfaction and loyalty
• Customer service audits
• Customer service training
• Sales training / Sales process reviews
• Conference design and facilitation
• Management Training DVDs
• fun@work™ programs

Employee and customer surveys and assessments

CCS provide a unique research methodology, using face-to-face, focus groups and on-line techniques, together with specialised tools to measure both the organisation, its people and its customers.

Tailored communication strategies to respondents, high degree of confidentiality together with speed of implementation have yielded significant insights to enable our clients to respond to both organisational and market needs.

Customised and specific research assessment studies fall within two broad categories:

a. Employees – this takes into account how they perceive their company, their feelings and beliefs about the culture.

b. Business to Business – Customer satisfaction and loyalty. This Assessment study measure how the organisation is perceived by its customers in terms of processes and relationships and whether or not they would recommend the organisation, or its products / services to someone else.

Assessment results for both (Employees and Customers) are analysed with results provided to clients through detailed reports and in-depth feedback on what the data is indicating.

Finally, practical recommendations are provided to clients on maximising and leveraging the results. Clients have the option of a formal presentation by CCS and also tactics to ensure results are communicated to relevant stakeholders.

Online Research Surveys:
Clients select from a bank of questions either; business to business, customer satisfaction, organisational culture studies, employee morale / motivational perceptions and feedback studies.

Management leadership and coaching

The ‘In-House’ Management Academy

“Success through others fulfil more than just our own dreams it helps make the business world a more professional and inspiring place to be!”
Colin Chodos – Managing Director

Many Managers reach their position through hard work, their commitment to the organisation and their work experience. A limited number of them have had the benefit of going to a management school or of having any formal management training.

Further research indicates that Managers, skilled in the ‘Profession of Management’, play a greater role, have a greater influence and contribute more to their organisation’s bottom line.

In order to close this gap and provide effective and professional Management training, and to meet the people and business needs of many organisations, the CCS Management School was developed.

The Management Academy process is also supported by one-on-one professional and confidential management mentoring and coaching at Team Leader, Middle Management and Senior Management levels. We would be delighted to discuss a tailored program for you during a ‘no obligation’ first meeting.

CCS – The Management Academy

What participants have said:

“I learned practical ways to develop a more professional management approach…it’s things I can implement every day to help me achieve results.”
Craig L – Acer Computers Australia

“The best management learning I’ve experienced.”
Tony K – Acer Computers Australia

“I believe the Management Academy will benefit me by opening my eyes to the power of a team dynamic and seeing my staff in a more positive light.”
Chris – Spotless

“Identify short-comings in my management style – plan for action going forward.”
Andrew – Spotless

“Given me a greater understanding of basic principles and how to effectively apply them to practical business situations.”
Maria – Spotless

“Interactive – really got us thinking of our own experiences / strengths / weaknesses.”
Kim – Spotless

Academy Topics

• Delegation
• Emotional intelligence
• Becoming a transformational manager
• Setting expectations
• Hiring the right people
• Change management
• Performance management
• Discipline procedures
• Coaching and development
• Problem solving
• Conducting meetings
• Conflict resolution
• Project management
• Understanding business financials
• Motivating and leadership
• Time management
• Stress management
• Building high performance teams

Culture change management

Customer focused Culture Change Programs ‘maximising the effects of the positive impact of culture mergers and change whilst minimising any negative effects’. Experience and case studies on culture or organisational change indicate that unless guidelines are implemented and processes correctly managed, failure and chaos tend to be the end result.

Our programs aim to address these issues and provide a framework from which to effectively manage change within the organisation, to ensure a successful and positive outcome, whilst retaining a strong customer focus.

Processes provided include strategic planning, design and implementation for ‘change’. Our practical approach to ‘change’ initiatives, ensure we achieve successful results and outcomes, using employee engagement models.

Strategic change initiatives also include developing a culture of employee and customer satisfaction and loyalty. Creating awareness and understanding at all levels within organisations, includes knowledge transfer and training programs designed for maximising employee skills and motivation to ensure Best Practice Customer Service.

Principles based on the Harvard ‘Service Profit Chain’ (Ref: Hesket et al) and leveraging ‘emotional satisfaction’. “Satisfied and loyal employees contribute to customer satisfaction and loyalty and visa versa”!

Customer service audits

Our experience with organisations in a range of industries over many years has enabled CCS to provide practical and effective process improvement ideas to many clients in the sales and customer service disciplines.

These include: Designing and developing customer loyalty strategies, customer service and process audit reviews.

Our strategies ensure we engage your people in a process that achieves buy-in, while leveraging your people’s understanding of the current service process to deliver measurable and improved customer satisfaction.

Customer service audits may involve ‘mystery shopping’ and reviewing the company’s ‘moments of truth’.

Customer service training

Sales and non-sales people all leave an impression regarding your company with the marketplace. Non-sales people include receptionists, telephonists, secretaries and service functions. Our aim is to generate an awareness of how each person, function and link in the chain contributes to the customer perceptions of a company’s professionalism and responsiveness.

Ownership of problems, understanding of how people can influence customer satisfaction and improvement in morale are key outcomes of our programs. Topics addressed include:

• The importance of the service professional role
• Key factors in becoming a service professional
• Understanding the role I play
• Developing a ‘can do’ attitude
• Trends in customer service
• Customer orientated service versus product orientated service
• Why do customers stop doing business with us?
• Setting customer expectations
• The front-line service professional
• Dealing with difficult customers
• Rapport building
• Interactions vs transactions
• Customer emotional satisfaction
• The ‘life time’ value of our customers
• Creating a shopping / buying environment
• Assisting the customer with choices
• Service from a ‘business perspective’

Telephone Skills for Customer Service Professionals

Telephone call planning and management
Objective: To understand that the role of the telephone professional is to manage the achievement of service call objectives, through the use of a structure which imposes a logic for decision making. Participants are encouraged to try new approaches via role plays and sharing of their own field experiences.

Participants learn to:

• Identify and understand the key components of a service call
• Provide effective telephone service

Topics covered:

• What are the components of a telephone (or face to face) service call?
• How to effectively manage the customer telephone facing time
• Telephone skills
• Setting call objectives
• Call preparation
• Questioning techniques
• Effective listening skills
• Service / product presentation techniques
• Managing objections

Train the Trainer
CCS believe knowledge transfer provides clients with an opportunity to develop people and their skills. Therefore, a practical solution was developed to ensure people can learn the skills to train and teach others.

Day 1- Introduction to Training

• How adults learn
• Adult learning techniques
• Participant profiles
• Relationship between teachers and students
• Identifying needs
• Preparation for training
• Developing rapport
• Managing difficult people in a training environment
  

Day 2 - Training

• Interaction Skills
• Value of using examples
• How to encourage feedback
• How to be non-judgemental
• How to encourage participation
• How to prepare a presentation
• Role playing

Developing Customer Relations
Objective: To understand customer personalities and how, using proven techniques professionals can improve people skills and customer management.

• Identify & understand the key personality groups
• Effective and appropriate communication techniques
• Effectively deal with different and difficult customer situations to meet service objectives
• Customer personality groups
• Practical tactics to effectively manage the customer by understanding their personality
• Behavioural styles
• Personality triggers
• Dealing with difficult customers
• Calming upset customers
• Cultural differences - actions to manage interactions

Help Desk Training
Objective: To provide value added services that improve help desk effectiveness and improve internal and external customer satisfaction.

• Needs analysis
• Process design
• Development ‘Customer Care’ culture
• Call scripting
• Skills development
• Internal marketing
• Measurement and benchmarking

Relationship Marketing
Relationship marketing encompasses a variety of facets to improve or enhance organisations’ relationships with its customers. Following an assessment of organisations’ customer care processes, we develop strategies to enhance internal or external customer satisfaction. These are developed within the framework of the business objectives taking into account, the organisation’s personality, available resources, budgets and skill levels.

All programs are specifically tailored for each customer / organisation and based on comprehensive needs analysis and assessment process.

Sales training / Sales process reviews

We have a comprehensive suite of programs to assist the development of sales representatives and customer service personnel regardless of their experience levels. They encompass the disciplines of:

• The sales cycle
• Making the sale
• Closing the sale
• Profiling the client
• Prospecting - The process
• Maintaining a positive relationship
• Territory development
• Managing difficult customers
• Self motivation dealing with stress

Sales Training and Development

• Sales management - Tools and skills
• Territory and account planning
• Relationship marketing
• Solution selling skills
• Developing customer loyalty
• Call planning and management
• Executive marketing
• Presentation effectiveness
• Developing sales campaigns
• Time management
• Team building
• Telephone skills

Sales Management
For many organisations sales managers are appointed on the basis of their sales success with little attention paid to the new skills required of the role. We have developed a set of comprehensive programs to address the unique requirements of sales management that include:

• People leadership
• Coaching and mentoring
• Appraisal and counseling
• Setting performance goals
• Sales planning and budgeting
• Creating sales campaigns
• Building high performance teams
• Delegation
• Quality and the sales team
• Reporting sales activity
• Motivating
  

Conference design and facilitation

Designing a successful Management or Sales Conference is an art.

Getting the balance right between learning time, social activity, fun and serious business issues is the key.

CCS provides clients with the insights to achieve successful conferences. We use our experience to ensure participants are eagerly engaged and productive.

The secret to a fantastic event is to ensure there is a close correlation between the business objectives and the conference agenda. Participants who understand why they have invested their time (often away from their families) provide more constructive input and leave with a sense of ‘something was achieved’.

CCS provides a full service, including managing venue arrangements, developing a communication strategy for invitations, agenda design, creating themes, guest speaker arrangements, facilitation and team building strategies.

Alternatively we can provide agenda design and ice breakers only. Give us a call ….. Your conference participants may just need what we have!

Management Training DVDs

Educational DVDs allow for in house management education in a cost effective, flexible and time efficient manner.

CCS currently has Managing Director Colin Chodos’ presentation on “Developing High Performance Work Cultures” from the Telstra Business Awards 2007 available for purchase and implementation within your organisation’s internal education system.

The DVD is dynamic and engaging resulting in high recall. The multiple user licence allows for unlimited viewing within your organisation – allowing you to show the DVD during group training sessions, to loan to staff members for self paced learning and allows for regular review through repetition.

A special offer of $499 + GST is available. For multiple copies pricing, and to order or discuss a tailored workshop for your own management team, please contact CCS.

fun@work™ is a serious management tool, created and designed to assist with helping managers maintain employee loyalty and to recognise and reward their people’s contribution.

It helps:

• Reduce day-to-day stress
• Create an enjoyable work environment.
• Create a positive work culture and fun environment in which to work
• Help management to be seen in a more positive light
• Becoming an ‘employer of choice’
• Empower people to achieve objectives and KPI
• People to achieve company growth and profitability

fun@work™ is a unique employee motivational program created to develop employee satisfaction and loyalty. CCS can assist tailoring a program for your organisation, or facilitate Management workshops to teach Managers ‘how the strategies work’ and ‘how to develop and implement’ fun@work™ in their unique environments.