County of Grande Prairie Business Support Network - Blue Pin Customer Service Excellence Certification Program for Managers & Front Line Workers

Blue Pin - Customer Service Excellence Certification Program

Please let us know what core competencies you would consider great customer service for your front line and management staff.

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* 1. Which three core competency courses are you interested in for all team members?

Customer Service Excellence
This workshop will look at all types of customers and how you can serve them better and improve yourself in the process. You will also learn six critical elements of customer service that will bring customers back to experience service that outdoes the competition!

Business Ethics for the 21st Century
This course introduces the major ethical frameworks in business and seeks to give learners a strong foundation in ethical business practices, whether as individuals, as a leader, or as stewards of the organization.

Conflict Resolution
Conflict Resolution gives you a seven-step conflict resolution process that can be used or modified to resolve conflict disputes of any size. You will also be provided with a set of skills in solution building, finding common ground, anger management and using the Agreement Frame.

Workplace Success: Seven Key Skills You'll Need
There have been a number of studies that identify the key skills that workers need to be successful. Seven of the most commonly identified skills are: Being a Productive Team Member, Flexibility, Problem Solving, Resourcefulness, Giving and Receiving Feedback, Self-Confidence, Creative Thinking and Emotional Intelligence. This course looks to take you from where you are now to a new level of understanding for the key skills that will help make you successful at work.

Other (please specify)

Question Title

* 2. Which two additional core competency courses are you interested for your management team?

HR for the non HR Manager
This course is intended for those working outside of the HR department, but who need to comprehend the essentials of human resource management for use in their day-to-day roles. It will introduce Managers and Supervisors to human resource concepts they may be asked to take part in: participating in interviews, evaluating performance, setting objectives and taking responsibility for coaching & feedback.

Situational Leadership
The best leaders are situational leaders. They know how and when to provide the right leadership to help their team members succeed. As the world’s most taught leadership model, Situational Leadership® II (SLII) teaches managers the skill set they need to guide their people through predictable stages of development and provide them with what they need to be successful.

Essential Skills for Managers
This course gives you an understanding of the elements of successful managing and insight into your methods of managing. Successful managers have the knowledge and skills that cover all aspects of a business. They include business goals, priorities, personnel management, planning, performance management, budgeting and essentially any aspect of the work place required to get results through others.

Other (please specify)

Question Title

* 3. Which options for both front line and management would you prefer?

Being a Team Player
Teamwork is essential in any successful organization and to have an effective team, an organization must be comprised of individuals who pride themselves on being great team players. Everyone brings their own skills and strengths to the table; understanding how to use those skills within the context of a team is vital to help an organization succeed.

Creating a Positive Work Environment
A positive work environment is important for the productivity of a company but it is also important to us personally. As an employee or a leader within a company you have a responsibility to create and maintain a positive work environment. This course will give you tools to be able to create the type of company environment that you crave through building and nurturing effective workplace relationships.

Assertiveness and Self-Confidence
Self-confidence and assertiveness are two skills that are crucial for success in life. If you do not feel worthy, and/or you do not know how to express your self-worth when communicating with others, life can be very limited. This course will give you an understanding of what assertiveness and self-confidence each mean (in general and to you personally) and how to develop those feelings in daily life.

Communication Strategies
Communication Strategies helps you to understand different methods of communication and how to make the most of each of them. These strategies provide a great benefit for any organization and its employees. A major goal of this workshop is to help you understand the impact your communication skills have on other people. You will also explore how improving these skills can make it easier for you to get along in the workplace, and in life.

Emotional Intelligence
Emotional intelligence is the ability to connect with others and manage the emotions of yourself and others. It’s a pivotal factor in personal and professional success. When we look at the truly extraordinary people who inspire and make a difference you will see that they do this by connecting with people at a personal and emotional level.

Six Sigma: Total Quality Fundamentals
Six Sigma is a set of qualitative and quantitative quality tools that can help a business improve their processes. The efficiency built into the business processes brings about improved profits, confidence and quality. Ultimately this effort is there to ensure customer satisfaction. Various quality tools used in process improvements will be explored as well as the importance of customer relationships.

Other (please specify)

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* 4. Are there any other training programs that the County of Grande Prairie Business Support Network could bring in for you and your staff?

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* 5. Please tell us about yourself

Name

Business Name